Helpdesk Support Specialist

TEKsystems•Kingman, AZ

1d•$25 - $32•Hybrid

About The Position

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 and ongoing operational effectiveness.

Requirements

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.
Desktop support
IT Support (Windows 10 / 11 Administration)
Help desk support
IT Support
Troubleshooting
Help desk
Windows 10
Customer service
Technical support
Application support
Process Documentation
Communication and Collaboration
Attention to Detail
Organization and Time Management
Continuous Improvement Mindset

Nice To Haves

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.

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.