Helpdesk Support

Acusensus Australia; East Hartford (CT); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental and vision

401k

PTO starting at 10 days per year

Job summary

Acusensus, a global road safety technology company, is seeking a Help Desk specialist to support a 24/7 roster and keep enforcement technology online and ready to deliver prosecutable evidence. You will handle day-to-day help desk tasks, monitor alarms, provide remote support for trailer and vehicle setup, and escalate issues to the appropriate contacts.

You will document findings for Level 2, assist onboarding, and help improve processes.

Qualifications

• Minimum 3 years of help desk or technical support experience.
• Strong communication and problem-solving skills.
• Experience with ticketing systems and remote troubleshooting.

Responsibilities

• Provide day-to-day Help Desk services and escalate unresolved issues as needed.
• 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.
• Document responses for L2 escalation.
• Support onboarding and training of new Help Desk team members.
• Maintain accurate records and contribute ideas to improve processes.

Skills

Help desk experience

Customer service orientation

Communication skills

Problem solving

Education

High School Diploma

Tools

Ticketing systems

Linux

AWS

Job description

About us

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.

About the role

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.

What you’ll do:

• 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.

About you

You’re organised, technically curious, and calm under pressure and known as someone who genuinely enjoys solving problems and keeping systems running.

You’ll bring:

• 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

Desirable:

• 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

A quick note on the realities of the role: this position supports a 24/7 operation, so early mornings, evenings, or weekend work will come up

Why join us?

Work that saves lives
You’ll keep the Help Desk running behind Acusensus’s road safety enforcement solutions deployed across the US to reduce road fatalities and injuries.

Hands-on technical variety
From remote camera troubleshooting to trailer/vehicle setup support and database changes, no two shifts look the same and you’ll build real technical depth in Linux and AWS environments along the way.

Benefits

• Medical, dental and vision
• 401k
• PTO starting at 10 days per year

Acusensus is building a diverse and inclusive workplace where everyone feels valued, respected, and empowered to drive positive change. We’re committed to fostering an environment where creativity and authenticity are celebrated. No matter your background, if you’re passionate about making a difference, we encourage you to apply.