Date Posted: 01/26/2026
Hiring Organization: Rose International
Position Number: 496083
Industry: Government/Staffing
Job Title: Help Desk Analyst
Job Location: Carson City, NV, USA, 89701
Work Model: Hybrid
Work Model Details: 40% onsite (approx. 2 days/week) at mgr discretion
Shift: 8:00AM-5:00PM
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 18
Min Hourly Rate($): 26.00
Max Hourly Rate($): 27.00
Must Have Skills/Attributes: Documentation, Help Desk, Technical Support, Troubleshooting
Experience Desired: help desk or technical support in a complex environment (2+ yrs); ability to triage, prioritize, and manage multiple tickets simultaneously (2+ yrs)
Required Minimum Education: Associate’s Degree
Preferred Certifications/Licenses: CompTIA A+, HDI Support Center Analyst, ITIL Foundation, or equivalent
**C2C is not available**
Job Description
Required Education:
• Associate’s Degree
Preferred Certifications:
• Certifications such as CompTIA A+, HDI Support Center Analyst, ITIL Foundation, or equivalent.
Required Qualifications:
• 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 Qualifications:
• Prior experience in government, elections, or public sector environments.
• 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).
Key Responsibilities:
Ticket Management & Client Service
• Serve as the primary point of contact for 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.
Technical Troubleshooting & Collaboration
• 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.
Support for Non-Technical Requests
• Address training, documentation, and process-related inquiries, coordinating with subject matter experts as needed.
• Facilitate user education and resource distribution to empower teams and improve system utilization.
Election Calendar Awareness
• 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 cycles.
Vendor & Stakeholder Coordination
• Work effectively with vendors and external partners to resolve issues and implement enhancements.
• Foster positive relationships with stakeholders and internal teams to support seamless service delivery.
Performance, Protocols & Continuous Improvement
• 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.
Professionalism & Agency Values
• Demonstrate respect, fairness, ownership, continuous improvement, and teamwork in all interactions.
o Comply with health and safety regulations and agency policies.
Work Environment & Expectations:
• Position requires flexibility during peak election periods, which may include extended hours or weekend availability to ensure support continuity.
• Some travel within Nevada may be required for training or support activities.
• Commitment to professional development and continuous learning.
Percentage of Time Worked On-site/Off-site: 40% onsite (approx. 2 days/week) at discretion of the manager.
*Overtime is expected*
Required Travel/Expenses - Possible in-state travel. Travel is in-state and may be necessary to not only become knowledgeable about their environment and processes, but also to occasionally provide assistance around elections. Estimated no more than 10% of the time-per diem and mileage reimbursement. - **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
I am very happy with the Rose International, and the professionalism of the employees.
Robin, Consultant
As a contractor, I have to say that Rose International was by far the best agency I have worked for.
Q'testdalir, Consultant
Any time I did have a question and called, the phone was always answered, and my question/concern was immediately resolved.
Sally, Consultant
I believe the best thing that Rose HR has going for it is the incredible responsiveness. Everyone is very quick to reply to any concerns, and contacts the contracted employees very quickly and efficiently.
Kevin, Consultant
I had a very positive experience working for Rose. The entire process is very efficient and easy.
Joanne, Consultant
EMPLOYEE COMMENTS