Acro Service Corp · 1 hour ago
Help Desk Analyst
Carson City, NV
Contract
Hybrid
Mid Level
$32/hr - $36/hrAcro Service Corp is seeking a Help Desk Analyst to provide first-line and advanced support for county election teams. The role involves managing ticket lifecycles, diagnosing technical issues, and ensuring high levels of client satisfaction during peak election periods.
ConsultingInformation TechnologyStaffing Agency
Hiring Manager
Saurabh Dixit
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 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
Qualification
Required
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
Preferred
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)
Company
Acro Service Corp
With singular global reach and agility, Acro Service Corporation offers you a unique integrated approach to staffing and consulting solutions.
Founded in 1982
1001-5000 employees
H1B Sponsorship
Acro Service Corp has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (24)
2023 (11)
2022 (11)
2021 (12)
2020 (19)
Funding
Current Stage
Late StageLeadership Team
Chris Ehrhart, CCWP
VP - Global Supplier Partnerships
Staci Dodson Beurer SPHR, SHRM-SCP, CSP
Chief People Officer (VP, HR)
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