Helpdesk Support

Acusensus; East Hartford (CT); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical, dental and vision

401k

PTO starting at 10 days per year

Job summary

Acusensus is seeking a hands-on Help Desk specialist to support a 24/7 roster, keeping enforcement technology online and delivering prosecutable evidence when it matters.

You’ll troubleshoot, assist onboarding, and collaborate with field operators across trailer and vehicle setups, cameras, and remote systems, with a strong emphasis on service quality and rapid problem solving.

Qualifications

• 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.
• Motivation and drive with a passion for delivering a high level of service.
• 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.
• Eligibility to work in the United States.
• Willingness to undergo pre-employment checks.

Responsibilities

• Provide day-to-day Help Desk services and escalated 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.

Skills

Help Desk

Remote Troubleshooting

Ticketing Systems

Operations Support

Rotating Shifts

Analytical Skills

Interpersonal Skills

Customer Service

Attention to Detail

US Work Eligibility

Tools

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 escalated 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:

• 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.
• Motivation and drive with a passion for delivering a high level of service.
• 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.
• Eligibility to work in the United States.
• 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.