Helpdesk Support

Acusensus United States•East Hartford, CT

5d•Remote

About The Position

Acusensus pioneers intelligent road safety enforcement solutions that can be rapidly deployed to address road safety challenges. Our mission is simple: changing behaviours, saving lives. Using advanced AI and hardware technology, we deliver fixed-location, trailer-based, and vehicle-based enforcement solutions for governments across Australia, the US, the UK, and New Zealand. Founded in 2018, we've grown into a genuinely global technology company — and we're looking for people who want their work to matter. You'll be the frontline of our Help Desk operation, supporting a 24/7 roster and ensuring our enforcement technology stays online, accurate, and ready to deliver prosecutable evidence when it matters.

Requirements

A High School Diploma
Minimum 3 years of help desk or technical support experience.
Technical proficiency in Help Desk requirements and methodologies
Experience with remote troubleshooting and day-to-day support workflows.
Experience working with ticketing systems.
Experience supporting operations teams and field road safety trailer operators.
Eligibility to work in the United States.
Availability to work rotating shifts.
Strong active listening, attention to detail, and problem-solving skills
Well-developed interpersonal and communication skills
Solid numerical and analytical ability
Willingness to undergo pre-employment checks

Nice To Haves

Experience supporting hardware-connected systems such as cameras or vehicles.
Experience with Linux operating systems
Experience with AWS
Willingness to learn basic electrical/mechanical assembly and repairs

Responsibilities

Provide day-to-day Help Desk services and escalate unresolved issues to the appropriate point of contact.
Monitor alarms and system performance indicators across deployed assets.
Deliver remote support for trailer and vehicle setup and certification operations.
Troubleshoot remote camera systems and manage L1 responses, from power cycling to database changes.
Document responses and findings clearly for L2 escalation.
Support onboarding and training of new Help Desk team members.
Maintain accurate records and contribute ideas to improve Help Desk processes.