Job Description
About the Role
We are seeking a skilled and customer-focused Support/Helpdesk Specialist to provide technical assistance for CAL FIRE's public incident information application. The ideal candidate will support end-users, moderate feedback, and assist CAL FIRE staff during live operations and emergency incidents. This role requires excellent communication, troubleshooting, and documentation skills to ensure a seamless user experience.
Key Responsibilities
- Provide end-user support via in-app tools, email, chat, and other communication channels.
- Moderate and manage user feedback, report issues, and maintain accurate documentation and FAQs.
- Assist CAL FIRE staff with onboarding, user training, and technical support during live incidents.
- Diagnose and resolve software, login, and application performance issues in a timely manner.
- Escalate unresolved or critical issues to the technical and operations teams for resolution.
- Maintain support logs, FAQs, and issue-tracking systems to ensure transparency and efficiency.
- Identify recurring technical problems and suggest improvements to enhance user experience.
- Contribute to ongoing updates and refinements in documentation and knowledge bases.
Required Qualifications
- 3+ years of experience in technical support, helpdesk, or customer support roles.
- Proven experience handling end-user inquiries and resolving application-related issues.
- Familiarity with ticketing and incident management tools (ServiceNow, Jira, Zendesk, or Freshdesk).
- Strong understanding of in-app and remote support systems.
- Excellent communication and problem-solving skills.
- Ability to work under pressure, especially during live incidents or emergencies.
Preferred Qualifications
- Experience working in public sector, emergency services, or mission-critical environments (e.g., CAL FIRE, government, or utilities).
- Knowledge of mobile and cloud-based applications.
- Experience creating user guides, FAQs, or technical documentation.
- Certifications such as CompTIA A+, ITIL Foundation, or HDI Support Center Analyst are a plus.
Soft Skills
- Calm and composed under pressure.
- Strong attention to detail and organization.
- Excellent interpersonal and communication abilities.
- Collaborative mindset and willingness to assist cross-functional teams.
Job Tags
Remote work,