Helpdesk Support Specialist

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

About the Role

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

Pay and Benefits

The pay range for this position is $25.00 - $32.00/hr.

Requirements

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• 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)

Job Type & Location

This is a hybrid position in Kingman, AZ.