Helpdesk Support Specialist

Top Skills Details

• Desktop support
• IT Support (Windows 10 / 11 Administration)

Description

Provides Level 1/Help Desk support to end users for Automated Utility Design and Esri Suite of tools, helping users to navigate and troubleshoot software issues, new/unfamiliar processes, and tools. Facilitates the interaction between clients and technology providers (internal and external), working closely with technical resources and System Administrators as needed to troubleshoot problems and determine solutions. Reports and tracks incidents and enhancement requests. Supports training and testing efforts leading up to implantation, as well as changes and releases post go-live. Documents and updates business processes and procedures. The Application Support Analyst provides Level 1 Help Desk support for Automated Utility Design (AUD) and Esri suite applications. This role serves as the primary point of contact for end users, assisting with software troubleshooting, process guidance, and application support. The position works closely with business stakeholders, technical teams, and system administrators to resolve issues, support system enhancements, and ensure successful application adoption.

Key Responsibilities

• Provide Level 1 Help Desk support for Automated Utility Design (AUD) and Esri suite applications, assisting users with troubleshooting software issues, navigating system functionality, and adopting new processes and tools.
• Serve as a liaison between business users, clients, and internal/external technology providers to facilitate issue resolution and system support.
• Collaborate with technical resources and system administrators to investigate application issues, identify root causes, and implement effective solutions.
• Monitor, document, and track incidents, service requests, and enhancement requests to ensure timely resolution and communication.
• Support user acceptance testing (UAT), system testing, and training activities associated with new implementations, system upgrades, and application releases.
• Assist with change management efforts by supporting post-production releases, updates, and enhancements following go-live.
• Create, maintain, and update business process documentation, standard operating procedures, and user support materials.
• Promote best practices and continuous improvement by identifying opportunities to enhance processes, system functionality, and user experience.

Required Qualifications

• Experience providing application, software, or Help Desk support in a business environment.
• Working knowledge of GIS applications, preferably Esri products.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively with technical and non-technical stakeholders.
• Experience documenting business processes, procedures, and support activities.
• Proficiency with incident tracking and ticket management processes.

Preferred Qualifications

• Experience supporting Automated Utility Design (AUD) applications.
• Familiarity with utility, engineering, or GIS-related business processes.
• Experience supporting software implementation, testing, training, and change management activities.

Key Competencies

• Customer Service Orientation
• Technical Troubleshooting
• Analytical Thinking

Skills

• Help desk support
• IT Support
• Troubleshooting
• Help desk
• Windows 10
• Customer service
• Technical support
• Application support

Additional Skills & Qualifications

• Process Documentation
• Communication and Collaboration
• Attention to Detail
• Organization and Time Management
• Continuous Improvement Mindset

Job Type & Location

This is a Contract position based out of Kingman, AZ.

Pay and Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Kingman, AZ.

Application Deadline

This position is anticipated to close on Jul 17, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.