Helpdesk Specialist

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.

Required Qualifications

Preferred Qualifications

Soft Skills