189 Technical Support jobs in the United States

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U.S. Citizen, U.S. Person, or Immigration Status Requirements:

Security Clearance:

At Raytheon, the foundation of everything we do is rooted in our values and a higher calling – to help our nation and allies defend freedoms and deter aggression. We bring the strength of more than 100 years of experience and renowned engineering expertise to meet the needs of today’s mission and stay ahead of tomorrow’s threat. Our team solves tough, meaningful problems that create a safer, more secure world.  

Job Summary:

Raytheon Engineering designs, produces, and builds new technologies and enhances existing capabilities to solve our customer's most complex challenges.  The Apertures and Radio Frequency Department is a team of engineers responsible for electrical design and development of RF products within Raytheon.  Our charter is to provide expertise in sub-systems engineering, RF and radome design, digital apertures, antenna ranges and module test.  

We are looking to add to our team and desire a Technical Support Engineer to be part of a team that provides the most advanced end-to-end solutions that detect, track, engage and neutralize a broad range of threats.  The role includes knowledge of RF product testing and associated RF test equipment, typically obtained through a University Degree program, or through work experience.  May have practical knowledge of projects, programs and systems with the ability to make enhancements in daily work. 

What You Will Do:

• Work with teams of engineering, assemblers, and technicians.
• The candidate will perform systems engineering functions involving the layout, building, testing, troubleshooting, repairing and modification of electronic or electro-mechanical devices, assemblies, subsystems, and systems. 
• The candidate will perform analysis on production data, to determine root cause analysis of failures.
• The candidate will be involved in planning and executing of rework of production assemblies.
• The candidate will coordinate and execute tasks in Raytheon antenna ranges, maintain and standardize range infrastructure to meet program requirements.

Qualifications You Must Have:

• Typically requires a Bachelor’s Degree in Science, Technology, Engineering, or Mathematics (STEM) and a minimum of 2 years of prior relevant experience to include any combination of the following:
  • Experience with RF fundamentals, such as the RF electro-magnetic spectrum, propagation delay, and RF components.
  • Experience with antenna measurement patterns and how antennas work.
  • Experience with decibels (dB’s) and / or dBm values with respect to equivalent power levels in Watts.
• In absence of a degree, minimum of 6 years of relevant experience is required.
• The ability to obtain and maintain a U.S. government issued security clearance is required. U.S. citizenship is required, as only U.S. citizens are eligible for a security clearance.

Qualifications We Value:

• Strong RF experience and knowledge of microwave theory.
• Ability to build positive relationships and craft clear communication in and out of direct team members.
• Focus on results with the ability to drive tasks to closure.
• Active DoD Secret clearance with investigation within last five years.

What We Offer :

Our values drive our actions, behaviors, and performance with a vision for a safer, more connected world. At RTX we value: Trust, Respect, Accountability, Collaboration, and Innovation.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

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Job Description

Req Description

• Provide first and second level incident resolution and request fulfillment for all users with hardware, software and application issues.
• Provide accurate and timely logging of incidents and resolutions in ITSM ticketing system.
• Able to effectively support individuals from all levels of the organization including C level
• Ability to properly prioritize support issues based upon urgency, severity and impact to both the individual and the organization
• Manage ticket priority, categorizations, problem association, CI association and other ticket mechanics.
• Ability to provide effective and accurate solutions to user problems to ensure user satisfaction and productivity
• Courteously obtain and document concise incident, request and problem information for internal service personnel.
• Escalate problems to appropriate IT staff for workaround, resolution, root cause analysis and preventative solutions. Document replication evidence and details prior to each escalation.
• Maintain frequent communications with end users during the incident resolution and request fulfilment process.
• Utilize superior customer service skills and multitasking abilities.
• Ability to manage and lead individual or small projects.
• Work closely with other teams to record and publish knowledge transfer needed to support IT Service Center incidents and/or requests
• Support continual service improvement by reviewing and recommending modifications to standard operating procedures and work instructions.

Job Description

Summary of Position:

We are seeking a talented individual to join our Technical Support team. The ideal candidate is well organized, dynamic, customer-focus, proactive and is strong in team-player, multi-tasking, and problem- solving skills.

Key Responsibilities:

Technical Support:

• Maintain an in-depth knowledge of our complete line of products and services
• Embrace and learn the Video Surveillance / CCTV technologies and their applications
• Provide product demo and technical training to the sales team and customers
• Test and evaluate surveillance cameras, DVR cards, stand-alone or PC-based DVR systems, and peripherals
• Build and test PC-based DVR systems to customer's specifications
• Provide prompt and effective customer service and technical support
• Service customers in an effective and efficient manner; Partner with internal teams in a proactively
• Other duties as assigned

RMA:

• Process customer returns according to company RMA policy
• Diagnose and authorize defective product returns; test and verify problems upon receipt
• Process RMA with vendors
• Work closely with Sales and Accounting Department on customer return and credit issues
• Excellent customer services skills required; able to communicate with customers effectively, verbally or in writing.
• Install hard drives, update firmware, and test DVR and NVR systems to customer's specifications

Job Requirements:

Education/Experience:

• 1+ Years of Professional Experience in technical support or related areas
• Industry recognized technical support certificate such as a CompTIA A+ is a plus
• Experience in security system industry is highly desired
• A bachelor’s degree in Computer Science, Physics, IT / Network, Engineering, or related field
• Fresh graduates welcome

Skills:

• Ability to communicate clearly, concisely, and professionally in written responses to emails and oral responses to calls
• Ability to maintain confidential business information
• Ability to respond to customers in a timely and effective manner
• Computer proficiency including Microsoft Office (Word, Excel, Powerpoint, Sharepoint, Outlook)
• Ability to work independently with minimal supervision
• Ability to work under pressure
• Strong troubleshooting, problem-solving and team player mindset is a plus
• Proactive and enthusiastic to excel

Special Physical and/or Mental Requirements:

• Domestic and/or International Travel may be required (up to 25%)
• Willing and able to work additional hours when needed
• Bend, lift, open and move product and related office items varying in weight from 1 to 30lbs, depending on need

LTS is a leader in digital video surveillance, providing reliable, innovative, and cost-effective video solutions to security professionals, installers, system integrators, consulting firms & resellers of all sizes. With 10+ Sales and Distribution Centers in the US and growing, we offer the latest technology of network video surveillance in our comprehensive line of Analog, Hybrid, HD-TVI, HD-SDI, and IP solutions.

LTS is a leader in digital video surveillance, providing reliable, innovative, and cost-effective video solutions to security professionals, installers, system integrators, consulting firms & resellers of all sizes. With 10+ Sales and Distribution Centers in the US and growing, we offer the latest technology of network video surveillance in our comprehensive line of Analog, Hybrid, HD-TVI, HD-SDI, and IP solutions.

Job Description

Summary of Position:

We are seeking a talented individual to join our Technical Support team. The ideal candidate is well organized, dynamic, customer-focus, proactive and is strong in team-player, multi-tasking, and problem- solving skills.

Key Responsibilities:

Technical Support:

• Maintain an in-depth knowledge of our complete line of products and services
• Embrace and learn the Video Surveillance / CCTV technologies and their applications
• Provide product demo and technical training to the sales team and customers
• Test and evaluate surveillance cameras, DVR cards, stand-alone or PC-based DVR systems, and peripherals
• Build and test PC-based DVR systems to customer's specifications
• Provide prompt and effective customer service and technical support
• Service customers in an effective and efficient manner; Partner with internal teams in a proactively
• Other duties as assigned

RMA:

• Process customer returns according to company RMA policy
• Diagnose and authorize defective product returns; test and verify problems upon receipt
• Process RMA with vendors
• Work closely with Sales and Accounting Department on customer return and credit issues
• Excellent customer services skills required; able to communicate with customers effectively, verbally or in writing.
• Install hard drives, update firmware, and test DVR and NVR systems to customer's specifications

Job Requirements:

Education/Experience:

• 1+ Years of Professional Experience in technical support or related areas
• Industry recognized technical support certificate such as a CompTIA A+ is a plus
• Experience in security system industry is highly desired
• A bachelor’s degree in Computer Science, Physics, IT / Network, Engineering, or related field
• Fresh graduates welcome

Skills:

• Ability to communicate clearly, concisely, and professionally in written responses to emails and oral responses to calls
• Ability to maintain confidential business information
• Ability to respond to customers in a timely and effective manner
• Computer proficiency including Microsoft Office (Word, Excel, Powerpoint, Sharepoint, Outlook)
• Ability to work independently with minimal supervision
• Ability to work under pressure
• Strong troubleshooting, problem-solving and team player mindset is a plus
• Proactive and enthusiastic to excel

Special Physical and/or Mental Requirements:

• Domestic and/or International Travel may be required (up to 25%)
• Willing and able to work additional hours when needed
• Bend, lift, open and move product and related office items varying in weight from 1 to 30lbs, depending on need

LTS is a leader in digital video surveillance, providing reliable, innovative, and cost-effective video solutions to security professionals, installers, system integrators, consulting firms & resellers of all sizes. With 10+ Sales and Distribution Centers in the US and growing, we offer the latest technology of network video surveillance in our comprehensive line of Analog, Hybrid, HD-TVI, HD-SDI, and IP solutions.

LTS is a leader in digital video surveillance, providing reliable, innovative, and cost-effective video solutions to security professionals, installers, system integrators, consulting firms & resellers of all sizes. With 10+ Sales and Distribution Centers in the US and growing, we offer the latest technology of network video surveillance in our comprehensive line of Analog, Hybrid, HD-TVI, HD-SDI, and IP solutions.

Job Description

* Please note that this position requires in-person work at our Bridgeport, WV, office

Definition of the position:

At Citynet, we listen to our customers! We are looking to expand our award-winning network operations center at our corporate headquarters in Bridgeport, WV. Do you enjoy a culture of collaboration and commitment to excellence in customer service? Do you enjoy brainstorming solutions and helping clients with various technical questions? Do you smile when you answer calls in a professional and courteous manner? If so, then you just may qualify to become a member of the Citynet family as a Technical Support Technician/CSR. Apply today and get started on your path in the exciting world of communications and systems technology.

Citynet is a leading provider of advanced network communications and technology solutions for consumers, businesses, enterprise organizations, and wholesale customers in West Virginia. Many of our services are delivered over the Citynet Fiber Optic Network.

Essential Functions and Responsibilities of the position:

Incoming calls– The Technical Support Center Representative is responsible for answering all incoming calls in regards to new signups, cancellations, troubleshooting, etc. on digital phone service, helping customers, & other business solutions.

Callbacks– A Technical Support Center Representative is responsible for making callbacks to customers according to the tickets currently assigned to the department. These callbacks can range from a Courtesy Call to a customer to ensure that their service is working correctly, to following up with a customer after an outage.

Past Due/ACH Return calls– A Technical Support Center Representative is responsible for calling Past Due tickets for ISP and VOIP customers that are 45 days behind on their bill or customers that have an ACH payment that has come back as invalid. The Technical Support Center Representative must call these tickets until contact is made, a payment has been received, or the account is suspended for failure to pay the bill.

Collections call– A Technical Support Center Representative is responsible for calling

Collections tickets. This involves contacting customers in which their account has been canceled for 30+ days, and the balance has not been paid.

Check Processing– A Technical Support Center Representative is responsible for posting checks that customers send in for their accounts. The Technical Support Center Representative must ensure that the payment is posted to the right accounts, and then once all payments are posted, they must reconcile the payments posted with a report found in iTraxx.

Invoicing– A Technical Support Center Representative is responsible for preparing customer invoices to be mailed out. This process involves inserting a return envelope inside of the main mailing envelope and then placing the customer’s invoice inside. Afterward, sealing and stamping the envelope to be mailed out.

Assigned Tickets– Throughout the course of the day, a Technical Support Center Representative will be assigned tickets by Technical Support Center Representative Supervisors. The Technical Support Center Representative is responsible for taking care of the ticket(s) in a timely manner.

Monitor NetPulse Alerts– The Technical Support Center Representative is responsible for monitoring any NetPulse alert that is received. If an alert is flagged as down or site not communicating, a notice of the device status must be called/emailed to the alert contact, unless otherwise noted in a special note on the customer’s account.

Maintenance Notifications– The Technical Support Center Representative is responsible for reaching out to customers in order to advise them of upcoming maintenance's being performed by Citynet, and its Vendors.

Network Monitoring– The Technical Support Center Representative is responsible for monitoring tickets, servers, routers, and circuits throughout the course of a shift. Occasionally calls will need to be made to assist customers who have concerns that need to be addressed. The representative is responsible for knowing who is on call and making sure all parties are aware of outages in a timely manner.

Transport/Voice Ticketing– The Technical Support Center Representative is responsible for properly documenting trouble reports from customers in order to get a speedy resolution. Occasionally, the Technical Support Center Representative will be asked to contact a LEC to open a trouble ticket, obtain a status update or escalate a current issue.

Digital Phone Shipping– The Technical Support Center Representative is responsible for completing tasks that pertain to the shipment of our Digital Phone Service equipment. This includes emailing return labels for customers needing to send back our equipment. Related tickets are created automatically by the system or are assigned by the Technical Support Center Supervisors, Management, or other Support Center staff. The Technical Support Center Representative will work closely with fellow employees to ensure devices are in stock, are in good working order, and are processed in a timely manner.

Global Mailboxes– The Technical Support Center Representative is responsible for checking the Citynet Global Mailboxes. They will review the e-mails and act upon them accordingly to be worked on if needed.

Midnight Shift Report– The Technical Support Center Representative is responsible for creating a

Midnight Shift Report prior to the end of their Midnight Shift at 8:00 am. This report is to include any and all active transport tickets, circuits showing down in Solar Winds, critical services in Nagios and ColdFusion. The report will also include status updates on the Call Volume, Phone Status, Power Status, On-Call Engineer Contacts throughout the shift, and upcoming Scheduled Maintenance.

Kitchen Duties– The Technical Support Center Representative is responsible for maintaining cleanliness in the Kitchen & Call Center areas. This includes vacuuming the Call Center, wiping down the tables/countertop/appliances, cleaning the coffee pot area, and maintaining the dishwasher.

Qualifications required for the position:

A two-year degree in Technology, Business Management or a related field, or the equivalence experience is preferred. Word processing, computer skills, and excellent communication skills are essential, as well as knowledge of standard office equipment. A valid driver's license is preferred.

Work Environment:

This position resides primarily in a typical office environment where teamwork is a high priority. Some travel is necessary.

Additional Responsibilities:

This position involves rotating shift work and requires the employees to be flexible in their work schedule. Overtime is sometimes needed in the event of call-offs, or important tasks that need to be completed.

Personal Characteristics:

The TSC/CSR represents the company and therefore needs to be mindful of this, at all times, when communicating and conducting business. The representative should strive to be a "model employee" with regards to professionalism, dependability, and reflect a positive attitude and team spirit. Ideally, this representative would exhibit tactfulness, diplomacy, and discretion, good judgment, highly developed management and organization skills, initiative and the ability to work independently, are creative, versatile, pro-active and adaptive. Patience is essential in this position as well as the ability to prioritize duties, make quick and effective decisions and multitask.

Benefits: 

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Long term disability
• Paid time off
• Vision insurance

Job Description

Who We Are GPS Insight offers leading technology for organizations that have drivers and technicians in the field, fleets of vehicles, trailers, and other mobile assets. We provide innovative fleet solutions that include vehicle and asset tracking, in-cab smart cameras, field service software, and compliance management.

We know that when you invest in high-performance technology, you achieve results and maximize your return. We feel the same way about our people at GPS Insight. They are what allow us to build world-class solutions that make us leaders in the fleet and field service management space. They are what enable our customers' success. They are our greatest asset. As a result, we take pride in a workplace committed to those who make us go.

Our commitment to growth enables us to push the telematics and field service operations industries forward. It's rooted in our products, embedded in our culture, and reflected in our team-first values. We're looking for the right people to jump onboard with us. Are you ready to take the ride?

What We Need

The Technical Support Specialist helps resolve issues our clients encounter with GPS Insight's hardware and software product and is responsible for using technical know-how to help our clients set up and utilize GPS Insight by answering technical-related questions via chat support, email, and phone. The Technical Support Specialist needs to be knowledgeable about SaaS products, have excellent verbal and written communication skills and thrive on resolving client issues. Solid technical skills and soft skills are needed for this highly interactive role. The Technical Support Specialist will be involved in support processes and procedures that solidly contribute to the company's overall customer satisfaction.

We are currently seeking a dynamic individual to join our team in a hybrid role based out of our headquarters in Scottsdale, Arizona. This position may require weekend and holiday work.

What You'll Do

• Help clients set up and configure GPS Insight to meet their business needs
• Provide outstanding, rapid-response email, chat, and phone-based technical support to our clients
• Communicate with customers when a timeline or a fix occurs while on the call and via email.
• Opportunity to develop systems and procedures for improving overall client satisfaction
• Learn quickly and use your knowledge to solve problems efficiently
• Achieve customer satisfaction through fast, accurate replies and fixes to problems
• Escalate unresolved issues as required; maintain ownership of issues through resolution
• Case emails into NetSuite as necessary and work cases
• Answer voicemails as necessary
• Hardware - Troubleshoot, complete installation verifications and update devices as necessary to achieve optimal reporting
• Troubleshoot various software and system issues
• Assists with quick software training and alerts Acct. Mgt. as necessary if more training is needed
• Learn to understand and support: GPS Devices, Mobile Apps, In-Cab Cameras, ELD/HOS

Requirements

• Minimum 12 months' experience in customer service/technical support or direct customer consulting experience within a fast-paced environment

• Sound knowledge of and passion for the web and web-based software products
• Strong problem solving and technical skill-set
• Experience with a CRM System
• A passion for taking care of clients
• Accurate and fast typing speed of 40 WPM or greater
• Ambitious, self-motivated, goal-oriented and extremely driven
• Excellent written/verbal communication and customer relationship skills
• A work ethic based on dedication to the company and its mission
• Ability to handle a variety of assignments simultaneously
• Ability to work under deadline pressure and extra hours if needed
• Superior analytical skills
• Proficient with Microsoft Office
• Basic knowledge of 12 Volt systems a plus

What We Offer

• Fast paced and rapidly growing environment
• Chance to deliver mission critical data that drives the operations of our economy
• Opportunity for professional growth and development
• Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
• There's more as well! Speak with us to find out all details!

Benefits

• 401(k) matching
• Full Health Benefits (Health, Vision, Dental)
• Employee assistance program
• Flexible spending account
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync.Learn about OpenGov‘s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com .

Providing special opportunities for

* Career Launches

* Fresh Starts

* Dream Chasers

‘Success is not just about the destination, but the person you become along the way.‘

YES, at OpenGov we are aspirational. We believe in our continuous future and longevity to powering more effective and accountable government. We embrace the discomfort of growth, create opportunity in the market, and believe our individualistic potential as well as our customer‘s potential is limitless. We have accomplished feats never thought possible and our successes have been born from our big and growing aspirations.

OpenGov is the game-changing, cloud-based software company on a mission to revolutionize antiquated and disjointed government operations. The work we do is meaningful and makes an impact on the communities we live in! We‘re not your average company. We are setting the new benchmark for customer value and delight and are a vibrant and dynamic team of trailblazers, dedicated to empowering the public sector with cutting-edge solutions. Our modern approach transforms the way governments work, making them more efficient, transparent, and engaging for individuals like you.

As part of our Customer Support team, you won‘t just be achieving targets and helping customers - you‘ll be part of a team that‘s shattering records, acting as a trusted advisor, and empowering our customers to make change. In the past year, we‘ve achieved record-breaking numbers, consistently exceeding our performance goals across the board. By joining us, you‘ll be part of a company that isn‘t just succeeding - it‘s thriving. Be at the forefront of our one-of-a-kind mission.

* Are you ready to take action and make a ‘buzz‘? Maybe this is your calling

* Are you interested in purpose-driven ventures that drive real change on a big scale? Maybe this is your stage.

* Do you value perspective, authenticity, a fun team, and receptive and approachable coaches? Maybe this is just your joyful road to financial happiness and lifelong learning.

* Are you interested in becoming the best version of yourself and achieving that potential you may have never seen possible? Find it here.

* Do you want to utilize your tech-savvy abilities, feel valued for your understanding of it and how it works, and help people all at the same time? We do too.

We have all the tools and insights to enable your success, including a best-in-class Center of Excellence that is set up to launch careers.

Come join us and help ‘raise the bar‘!

The OpenGov Support Center utilizes a POD system to provide software support to our customers. Each POD is a specialized team of Subject Matter Experts (SME) for an OpenGov product. Each product contains a number of modules all requiring extensive knowledge as well as how to apply workflow concepts for multiple customer use cases including specific terminology for that field.

The Technical Support Specialist provides our customers omni-channel support via Phone, Chat, Web, and Email. New case management is distributed to the team members in each POD utilizing Skill Based Routing. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also requires providing technical guidance up to including impromptu software training.

• Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels.

• Utilize service management system (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support.

• Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations.

• Triage customer reported incidents for severity, urgency and content to ensure consistency and quality.

• Perform research across various tools to determine if the incident is a known issue or defect.

• Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce.

• Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies.

• Contribute to the existing knowledge base to support customer self-service and training.

• Participate in scheduled training sessions to learn internal and proprietary technologies.

• Bachelor‘s degree or equivalent experience preferred.

• Strong interpersonal, written and verbal communication skills required.

• Strong technical aptitude to problem solve and understand complicated problem statements required.

• Proficiency with documenting cases by triaging, responding, troubleshooting and resolving required.

• Excellent organizational, time-management, and prioritization skills required.

• Ability to collaborate and thrive within a team environment required.

• Ability to learn new technologies and concepts quickly required.

• Ability to handle multiple competing priorities required.

• Must be able to work specific shifts to provide support during business hours required.

• Participate in rotating on-call after business hours support required.

• Experience working with government (state or local) customers or agencies preferred.

$47K - $5K

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate‘s geographical location.

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it‘s the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything-from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We‘ve touched 2,000 communities so far, and we‘re just getting started.

A Team of Passionate, Driven People

This isn‘t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work for You

Enjoy an award-winning workplace with the benefits to match, including:

• Comprehensive healthcare options for individuals and families.

• Flexible vacation policy and paid company holidays

• 401(k) with company match (USA only)

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A collaborative office environment with weekly catered lunches

Compensation Range: $47K - $55

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About Us

Overview
Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech
Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech‘s faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation‘s top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech‘s Mission and Values

Georgia Tech‘s mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:
1. Students are our top priority.
2. We strive for excellence.
3. We thrive on diversity.
4. We celebrate collaboration.
5. We champion innovation.
6. We safeguard freedom of inquiry and expression.
7. We nurture the wellbeing of our community.
8. We act ethically.
9. We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

Job Summary

The Technical Support Analyst is responsible for providing technical assistance and support for hardware, software, and network issues encountered by institution users. This role involves diagnosing problems, troubleshooting issues, and offering solutions to ensure that technology resources function effectively and meet the needs of the institution‘s community.

Responsibilities

Job Duty 1 -
Provide technical assistance and support to users experiencing hardware, software, and networking issues within the institution.

Job Duty 2 -
Diagnose and troubleshoot technical problems, utilizing remote access tools and diagnostic software to resolve issues efficiently.

Job Duty 3 -
Maintain detailed documentation of support requests, resolutions, and user interactions to ensure accurate tracking and reporting of technical support activities.

Job Duty 4 -
Assist in the installation, configuration, and maintenance of computer systems, peripherals, and software applications to ensure optimal performance.

Job Duty 5 -
Educate users on best practices for technology use and cybersecurity awareness, promoting safe computing habits across the institution.

Job Duty 6 -
Prepare and deliver training sessions and workshops to help users become more proficient in using technology resources and software applications.

Job Duty 7 -
Monitor and manage support ticketing systems, ensuring timely responses and resolution of user requests in accordance with established service level agreements.

Job Duty 8 -
Stay informed about emerging technologies and trends in technical support, recommending tools and solutions that could enhance support services and efficiency.

Job Duty 9 -
Collaborate with Information Technology teams to identify and implement improvements to support processes and workflows, enhancing the overall user experience.

Job Duty 10 -
Perform other job-related duties as assigned.

Required Qualifications

Educational Requirements
Associate Degree in related discipline or equivalent combination of education and experience.

Required Experience
Two or more years of relevant experience.

Preferred Qualifications

Preferred Educational Qualifications
Bachelor‘s Degree

Experience with Implementation and Application Support/Maintenance of the Deltek Costpoint system including the Contract Management Application. Ability to configure out of the box functionalities and build extensibilities using Java in Deltek Costpoint.

Experience with data analysis and support for Oracle and SQL databases, developing reports using Cognos and other reporting tools.

Experience with Java, SQL, SQL Script

Knowledge of REST Webservices.

Experience in troubleshooting and providing application support for escalated and complex issues for the Deltek Contract Management Systems and its integrations.

Certifications in specific software supported

Three to four years of job-related experience.

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at policymanual/section6/C2653.

Equal Employment Opportunity

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

More information on these policies can be found here: policymanual/section6/c2714 Board of Regents Policy Manual | University System of Georgia (usg.edu).

Other Information

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.

Background Check

Successful candidate must be able to pass a background check. Please visit employment/pre-employment-screening

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync.Learn about OpenGov‘s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com .

Providing special opportunities for

* Career Launches

* Fresh Starts

* Dream Chasers

‘Success is not just about the destination, but the person you become along the way.‘

YES, at OpenGov we are aspirational. We believe in our continuous future and longevity to powering more effective and accountable government. We embrace the discomfort of growth, create opportunity in the market, and believe our individualistic potential as well as our customer‘s potential is limitless. We have accomplished feats never thought possible and our successes have been born from our big and growing aspirations.

OpenGov is the game-changing, cloud-based software company on a mission to revolutionize antiquated and disjointed government operations. The work we do is meaningful and makes an impact on the communities we live in! We‘re not your average company. We are setting the new benchmark for customer value and delight and are a vibrant and dynamic team of trailblazers, dedicated to empowering the public sector with cutting-edge solutions. Our modern approach transforms the way governments work, making them more efficient, transparent, and engaging for individuals like you.

As part of our Customer Support team, you won‘t just be achieving targets and helping customers - you‘ll be part of a team that‘s shattering records, acting as a trusted advisor, and empowering our customers to make change. In the past year, we‘ve achieved record-breaking numbers, consistently exceeding our performance goals across the board. By joining us, you‘ll be part of a company that isn‘t just succeeding - it‘s thriving. Be at the forefront of our one-of-a-kind mission.

* Are you ready to take action and make a ‘buzz‘? Maybe this is your calling

* Are you interested in purpose-driven ventures that drive real change on a big scale? Maybe this is your stage.

* Do you value perspective, authenticity, a fun team, and receptive and approachable coaches? Maybe this is just your joyful road to financial happiness and lifelong learning.

* Are you interested in becoming the best version of yourself and achieving that potential you may have never seen possible? Find it here.

* Do you want to utilize your tech-savvy abilities, feel valued for your understanding of it and how it works, and help people all at the same time? We do too.

We have all the tools and insights to enable your success, including a best-in-class Center of Excellence that is set up to launch careers.

Come join us and help ‘raise the bar‘!

The OpenGov Support Center utilizes a POD system to provide software support to our customers. Each POD is a specialized team of Subject Matter Experts (SME) for an OpenGov product. Each product contains a number of modules all requiring extensive knowledge as well as how to apply workflow concepts for multiple customer use cases including specific terminology for that field.

The Technical Support Specialist provides our customers omni-channel support via Phone, Chat, Web, and Email. New case management is distributed to the team members in each POD utilizing Skill Based Routing. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also requires providing technical guidance up to including impromptu software training.

• Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels.

• Utilize service management system (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support.

• Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations.

• Triage customer reported incidents for severity, urgency and content to ensure consistency and quality.

• Perform research across various tools to determine if the incident is a known issue or defect.

• Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce.

• Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies.

• Contribute to the existing knowledge base to support customer self-service and training.

• Participate in scheduled training sessions to learn internal and proprietary technologies.

• Bachelor‘s degree or equivalent experience preferred.

• Strong interpersonal, written and verbal communication skills required.

• Strong technical aptitude to problem solve and understand complicated problem statements required.

• Proficiency with documenting cases by triaging, responding, troubleshooting and resolving required.

• Excellent organizational, time-management, and prioritization skills required.

• Ability to collaborate and thrive within a team environment required.

• Ability to learn new technologies and concepts quickly required.

• Ability to handle multiple competing priorities required.

• Must be able to work specific shifts to provide support during business hours required.

• Participate in rotating on-call after business hours support required.

• Experience working with government (state or local) customers or agencies preferred.

$47K - $5K

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate‘s geographical location.

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it‘s the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything-from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We‘ve touched 2,000 communities so far, and we‘re just getting started.

A Team of Passionate, Driven People

This isn‘t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work for You

Enjoy an award-winning workplace with the benefits to match, including:

• Comprehensive healthcare options for individuals and families.

• Flexible vacation policy and paid company holidays

• 401(k) with company match (USA only)

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A collaborative office environment with weekly catered lunches

Compensation Range: $47K - $55