Help Desk Analyst

Novalink Solutions•Carson City, NV

About The Position

The Voter Registration and Election Management System (VREMS) team, part of the Nevada Secretary of State's office, is dedicated to modernizing and supporting transparent elections statewide. As a VREMS Helpdesk Analyst, you will deliver exceptional service and technical support to users across Nevada's 17 counties. You will be responsible for managing the full lifecycle of all helpdesk tickets- including troubleshooting technical issues, resolving system defects, processing enhancement requests, and supporting non -technical inquiries such as training and documentation needs. This role requires strong collaboration with internal teams, technical staff, vendors, and county stakeholders to ensure timely and effective resolution of all issues, while meeting established protocols and key performance indicators (KPIs). This role operates in a high -stakes election environment where deadlines are immovable and customers rely on timely, clear communication to serve Nevada voters. Success means customers feel heard, informed, and supported—never left wondering about the status of their requests.

Requirements

Experience providing help desk or technical support in a complex environment.
Demonstrated ability to triage, prioritize, and manage multiple tickets simultaneously.
Strong troubleshooting skills for both technical and non -technical issues.
Effective communication skills (oral and written) with diverse stakeholders.
Ability to work collaboratively with technical staff, vendors, and cross -functional teams.
High level of accountability and ownership for ticket resolution.
Willingness to learn election laws, regulations, and election management systems.
Ability to follow protocols and meet defined KPIs and SLAs.
Proficiency with standard business software and ticketing systems.
Patience and empathy when supporting users under pressure, with the ability to de -escalate frustrated stakeholders.
Comfort with ambiguity and the ability to investigate issues that don't have clear documentation or precedent.

Nice To Haves

Prior experience in government, elections, or public sector environments.
Certifications such as CompTIA A+, HDI Support Center Analyst, ITIL Foundation, or equivalent.
Experience supporting application software, mobile devices, and browsers.
Experience with remote troubleshooting and user training.
Familiarity with cloud solutions and modern IT service management practices.
Experience with Zendesk or similar ticketing platforms, including creating views, using macros, and managing ticket workflows.
Experience supporting diverse user groups with varying technical sophistication (e.g., large urban operations vs. small rural offices).

Responsibilities

Serve as the primary point of contact for county election teams, providing first -line and advanced support for technical and non -technical requests.
Own and oversee the full lifecycle of assigned tickets, from intake and triage through resolution and closure.
Maintain ownership of tickets throughout their lifecycle, including during escalations to technical teams or vendors—ensuring requestor(s) receive regular updates even when resolution depends on external parties.
Triage, categorize, and prioritize all incoming tickets, coordinating with internal teams and counties to ensure appropriate handling and timely resolution.
Provide clear, timely updates to users and stakeholders, maintaining high levels of client satisfaction.
Translate technical issues and status updates into plain, jargon -free language that staff can easily understand.
Diagnose and resolve a wide range of technical issues, including system defects and enhancement requests.
Collaborate with technical staff, developers, and vendors to escalate and resolve complex problems.
Ensure accurate documentation of all technical issues and resolutions, contributing to knowledge base resources and process improvements.
Address training, documentation, and process -related inquiries, coordinating with subject matter experts as needed.
Facilitate user education and resource distribution to empower county teams and improve system utilization.
Understand and anticipate heightened support demands during peak election periods (primaries, general elections, early voting). Adjust priorities and communication frequency to match the urgency of election cycles.
Work effectively with vendors and external partners to resolve issues and implement enhancements.
Foster positive relationships with county stakeholders and internal teams to support seamless service delivery.
Adhere to established protocols, service level agreements (SLAs), and KPIs for ticket response and resolution.
Participate in quality assurance activities and contribute to ongoing process improvement initiatives.
Stay current on VREMS system updates, election management software, and industry best practices.
Demonstrate respect, fairness, ownership, continuous improvement, and teamwork in all interactions.
Comply with health and safety regulations and agency policies.