The Canton Group

IT Support

• Provide telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under the MDVOTERS Contract and its predecessors.
• Serve as the initial point of contact for troubleshooting hardware and software issues across PCs and printers, resolving tier 0/I incidents at first contact whenever possible.
• Escalate complex issues to the appropriate tier or specialist team with clear, complete handoff information, ensuring continuity of support for the end user.
• Communicate clearly and empathetically with end users of varying technical backgrounds, ensuring a consistently positive support experience even under pressure.
• Diagnose and resolve PC hardware issues, peripheral problems, and printer faults common in a state government office environment, including imaging, driver, and connectivity issues.
• Troubleshoot standard Windows desktop applications, Microsoft 365 productivity tools, and the custom MDVOTERS application suite, distinguishing between user error, configuration issues, and product defects.
• Support user account activities — directory lookups, password resets, and access requests — within established protocols, with attention to identity verification and access control discipline.
• Maintain accurate, timely, and complete ticket documentation in the help desk system, including reproduction steps, root cause (where known), and resolution details.
• Represent both The Canton Group and the vendor partner professionally with State of Maryland end users, election officials, and project stakeholders.

Senior Help Desk Specialist

Business Analyst

• Elicit, document, and maintain detailed business rules governing elections workflows.
• Model how users interact with business rules within the platform, capturing decision points and workflow branches.
• Produce structured business rules documentation in actionable formats.
• Partner with Business Solution Architects to ensure solution designs reflect the underlying business rules.
• Map and analyze end-to-end elections workflows as experienced by government users.
• Facilitate structured requirements workshops with government clients to elicit business rules and workflow requirements.
• Validate proposed product features and solution designs against applicable elections laws.
• Serve as a subject matter expert during User Acceptance Testing (UAT).

Solutions Engineer

• Translate customer requirements into structured platform-level solutions, producing PRDs, process flows, technical requirements, and domain models as primary deliverables.
• Analyze and abstract jurisdictional variations across government client requirements.
• Evaluate technical feasibility of proposed solutions in partnership with Engineering leads.
• Define platform abstractions and configuration approaches.
• Ensure requirements documentation is complete, traceable, and actionable.
• Engage directly with Product Managers and Business Analysts.
• Collaborate with Product Owners to ensure BSA deliverables translate cleanly into user stories.
• Work with Engineering leads to review and refine solution designs.
• Participate in sprint reviews and planning ceremonies as needed.

Business Solution Architect

Product Manager

• Partner with the VP to develop product strategy and roadmap
• Manage Product Managers and oversee feature delivery
• Lead cross-functional collaboration
• Review and approve feature roadmap
• Maintain strong relationships with customers and stakeholders

Senior Manager, Product Management

Manager

• Lead end-to-end solution delivery for client implementations
• Manage project roadmaps and schedules
• Oversee cross-functional delivery teams
• Maintain knowledge of certification requirements
• Execute user adoption and change management strategies

Senior Help Desk Specialist

Business Analyst

Business Solution Architect

Senior Manager, Product Management

Solution Delivery Manager