Description

You will serve as the primary point of contact for county election teams, providing first-line and advanced support for technical and non-technical requests.

Responsibilities

• Own and oversee the full lifecycle of assigned tickets, from intake and triage through resolution and closure.
• Triage, categorize, and prioritize all incoming tickets, coordinating with internal teams and counties.
• Adjust priorities and communication frequency based on the urgency of election cycles.
• Work with vendors and external partners to resolve issues and implement enhancements.
• Foster relationships with county stakeholders and internal teams to ensure seamless service delivery.

Required Skills

• 5+ years of 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 technical and non-technical issues.
• Effective oral and written communication with diverse stakeholders.
• Ability to work collaboratively with technical staff, vendors, and cross-functional teams.
• High accountability and ownership for ticket resolution.
• Patience and empathy when supporting users under pressure and de-escalating frustrated stakeholders.
• Comfort with ambiguity and investigating issues without clear documentation.

Preferred Skills

• Prior experience in government, elections, or public sector environments.
• Certification in CompTIA A+, HDI Support Center Analyst, or ITIL Foundation.
• Experience supporting application software, mobile devices, and browsers.

Key Skills

Education

Bachelor's degree