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.

• 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.

• 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.

• 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.

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