Description

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

This role is on-site.

Responsibilities

• Own the full ticket lifecycle from intake and triage through resolution and closure.
• Prioritize incoming requests based on election cycle urgency and coordinate with internal teams.
• Resolve issues by collaborating with vendors, external partners, and cross-functional staff.
• Foster relationships with county stakeholders to ensure seamless service delivery and communication.
• Investigate ambiguous issues and de-escalate frustrated stakeholders under pressure.

Required Skills

• 5+ years of experience in help desk or technical support within complex environments.
• Proven ability to triage, prioritize, and manage multiple tickets simultaneously.
• Strong troubleshooting skills for both technical and non-technical issues.
• Effective oral and written communication with diverse stakeholders.
• High accountability and ownership for ticket resolution outcomes.
• Comfort working with ambiguity and investigating issues lacking clear documentation.

Preferred Skills

• 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