Help Desk Support Specialist

2 days ago


Carson, California, United States Acro Service Corp Full time

Job Title: Help Desk Analyst

Job Summary:

We are seeking a highly skilled Help Desk Analyst to join our team at Acro Service Corp. As a Help Desk Analyst, you will be responsible for providing exceptional client service and technical support to our customers.

Main Responsibilities:

Client Service:

  • Provide personalized support to clients, addressing their inquiries and resolving technical issues related to election systems and software.

Collaborate with team leaders to address complex issues and escalate when necessary, focusing on speedy resolutions for our clients.

Issue Management:

  • Log, manage, update, and resolve user incidents and requests, ensuring accurate categorization and priority assignments.

Document incidents and requests accurately, recording all relevant information and following first-line diagnostic steps with a client-centric approach.

Technical Proficiency:

  • Maintain an elevated level of knowledge of current cloud solutions and standard hardware and software configurations.

Collaborate with the team to resolve problems, demonstrating creative problem-solving and a pragmatic approach with a client-focused mindset.

Self-development:

  • Actively seek feedback and learning experiences to enhance personal and professional growth.

Policy Adherence:

  • Maintain an elevated level of knowledge of agency policies and actively promote and uphold them.

Safety and Values:

  • Perform all duties in compliance with health and safety regulations and legislation.
  • Demonstrate the agency's values, including respect, fairness, taking ownership, continuous improvement, and teamwork in all interactions and tasks.

Requirements:

Essential:

  • Basic knowledge and understanding of service support procedures.

Desirable:

  • Knowledge of delivering excellent client service in a complex technological environment.
  • Certifications such as CompTIA A+, HDI Support Center Analyst, HDI Customer Service Representative, Microsoft Certified Solutions Expert, ITIL Foundation, etc.

Skills and Abilities:

Essential:

  • Willingness to learn about election management software and voter registration databases.
  • Ability to understand client values and needs at varying levels of seniority or technical ability.
  • Ability to follow instructions, prioritize and manage caseload to achieve service objectives.
  • Ability to administer and support end user technologies, solutions, and services.
  • Ability to work with and manage contractor and supplier staff.
  • Provide excellent customer service, communicate clearly and effectively (orally and in writing), and foster positive relationships.
  • Willingness and ability to work flexible hours to meet agency requirements.

Desirable:

  • Understanding and application of modern technical support standards and practices with a strong emphasis on client-centric solutions.

Experience:

  • Prior help desk experience with a strong emphasis on application support is a requirement.
  • Experience working with cross-functional teams.
  • Experience with various operating systems and browsers, including troubleshooting.
  • Remote troubleshooting experience.
  • Ability to quickly learn new systems for support.

Equal Opportunity Employer:

Acro Service Corp is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.


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