Technical Support Analyst I at GEOGRAPHIC SOLUTIONS INC

Palm Harbor, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

26 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Analytical Skills, Customer Service, Communication, Documentation, Prioritization, SQL, Testing Methodologies, PC Hardware Configuration, Microsoft Office

Industry

IT Services and IT Consulting

Description

Description Job Summary: The Technical Support Analyst I is part of a high-paced customer-facing team which supports Geographic Solutions’ Virtual OneStop® application. The position requires strong troubleshooting, analytical skills, and can work under high pressure as part of a team or alone. Under supervision, carries out the procedures to ensure timely and accurate resolution for clients. Responsible for providing as the primary interface with our clients and to assist them with defining problems they might experience in the company’s web-based applications. Once a problem is identified, ensure the problem description is properly documented in the company’s ticketing system and assigned to the correct team for resolution. Viable candidates must be willing to travel onsite at GSI's headquarters in Palm Harbor, Florida for New Hire Orientation and as needed. Requirements Duties and Responsibilities: 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. Provides excellent customer service, including excellent communications, and responsive follow-through. Prioritize issues of varying severity and manage the resolution of all issues within the accepted service levels. Collaborating with peers to resolve client issues Analyzing technical trends and providing feedback to their Team Lead Adhere to company policies and procedures Conduct to reflect a professional attitude and actions Willing to do shift work as required Other duties and special projects as assigned Work Experience / Knowledge: 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, which are used with team members and clients in the form of phone calls, formal training, and mentoring Work with DBAs, Developers, SCM, SQA and System Administration for issue documentation and resolution Qualifications / Certifications: 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 equivalent combination of education and experience Additional Requirements: Testing methodologies and theory Microsoft SQL server understanding Windows Operating Systems understanding PC hardware configuration understanding Microsoft Office proficiency Reliable Transportation Physical requirements of the job may include but are not limited to: Ability to lift 50lbs, sit or stand for long periods of time. Equal Opportunity Employer. M/F/D/V

Responsibilities

This role involves being the primary interface for clients, supporting Geographic Solutions’ Virtual OneStop® application by troubleshooting issues, documenting problems in the ticketing system, and ensuring timely resolution under supervision. Responsibilities also include monitoring real-time error logging for production systems and processing online project communication tickets.