Technical Support Analyst

Job Summary

The Technical Support Analyst I is part of a high‑paced, customer‑facing team which supports Geographic Solutions’ Virtual One Stop® application. The position requires strong troubleshooting, analytical skills, and the ability to work under high pressure as part of a team or independently. Under supervision, the analyst carries out procedures to ensure timely and accurate resolution for clients, serves as the primary interface with our clients, and assists them with defining problems they may experience in the company’s web‑based applications.

Once a problem is identified, the analyst ensures the problem description is properly documented in the company’s ticketing system and assigned to the correct team for resolution.

THIS IS CURRENTLY A HYBRID POSITION. CANDIDATE MUST BE WILLING TO WORK AT THE CORPORATE OFFICE IN PALM HARBOR, FL. MINIMUM OF 2 DAYS A WEEK.

• Monitor real‑time error logging for Production level systems (Orion, Auto error, Dynatrace, SQL Jobs, …)
• Process Online Project Communication (OPC) tickets
• Answer inbound calls from customers
• Troubleshoot issues with the company’s web‑based application
• Provide excellent customer service, including clear communication and responsive follow‑through
• Prioritize issues of varying severity and manage resolution of all issues within the accepted service levels
• Collaborate with peers to resolve client issues
• Analyze technical trends and provide feedback to the Team Lead
• Adhere to company policies and procedures
• Maintain a professional attitude and conduct
• Be willing to work shift hours as required
• Perform other duties and special projects as assigned

• Proficient in functionality of assigned projects and PC skills
• Ability to use analytical skills to research and document issues
• Ability to seek appropriate resources or mentors on projects
• Ability to re‑create client issues and document test paths
• Excellent written and verbal communication skills, used with team members and clients via phone calls, formal training, and mentoring
• Work with DBAs, Developers, SCM, SQA and System Administration for issue documentation and resolution

• Associate degree
• 1 to 2 years or more experience in a client‑facing call center, help desk or technical support environment, or equivalent consulting experience, or an equivalent combination of education and experience

• Understanding of testing methodologies and theory
• Microsoft SQL Server understanding
• Windows Operating Systems understanding
• PC hardware configuration understanding
• Microsoft Office proficiency
• Reliable transportation
• Physical requirements:
  
  Ability to lift 50 lbs, sit or stand for long periods, and stay awake during evening and night shifts

Equal Opportunity Employer. M/F/D/V