Technical Support Analyst

Company: VertiGIS
Location: Richmond
Posted on: April 19, 2024

Job Description:

AtVertiGIS, we build powerful GIS software. Our portfolio of products, solutions, and services enhance the capabilities of leading mapping software, most notably Esri's ArcGIS. For decades, professionals have relied upon us to overcome complex technical challenges so that they can make a significant impact in the world.

VertiGIS offers meaningful careers that grow with you over time, encourage you to think creatively, and connect you with customers who are making a difference in the world. We are passionate, high-performing individuals that come from a diverse set of educational, cultural, and professional backgrounds. What we all have in common is our drive to do excellent work, support each other as we grow, and enjoy the beautiful places where we live.

The Position

A Technical Support Analyst is responsible for providing technical support to internal and external clients including: fielding and resolving technical issues with end customers and providing troubleshooting support and solutions to employees and customers. In addition, this position assists with updates to knowledge articles and similar user-facing documentation.

Responsibilities:

• Responding to technical support inquiries from customers in a timely fashion.
  • Track and manage support activities using Zendesk.
  • Ensuring customers continue to get full value for their software and solutions, by supporting software versions installed by those customers until upgraded or retired.
  • Escalating tickets as necessary for technical assistance.
  • Reviewing and revising knowledge articles.
  • Providing occasional phone and email coverage over evenings and weekends.
    • Performing other duties and special projects as required. Requirements:
      • Enthusiasm and a passion for technology; with an eagerness to solve complex software issues. You like to solve a puzzle, even if sometimes there is a piece or two missing.
      • A genuine dedication to customer care/service. You truly like to help people, and find it makes you happy when you make a customer happy.
        • Strong analytical and troubleshooting skills.
        • Strong written and verbal communication skills.
        • Aptitude for learning new technologies with minimal supervision. Would love to see:
          • Experience in a help desk environment, telecommunications, or GIS related field
          • Post-secondary education in Computer Science, Software Engineering, or Geography (or equivalent experience)
          • Experience with software development of Windows desktop or Web applications.
          • Experience working with Microsoft enterprise software including SQL Server How to Apply
            
            Please apply with a cover letter and a resume.
            
            A cover letter complements your resume. It allows you to elaborate on your background and experience. It provides you with an opportunity to address how you meet the requirements for the role. It demonstrates your interest. These are important topics that aren't always covered in a resume alone. Your resume is factual, your cover letter is personal.
            
            We've had the most success with applicants that include a cover letter.
            
            Only applicants that include a cover letter will be considered. We look forward to receiving your application!
            
            Why Work for VertiGIS?
            
            Team / Career Growth
            • Top-notch colleagues that like and respect one another
            • We listen to peoples' ideas-and act on them
            • A supportive environment with opportunity for training, professional development,and advancement
            • Challenging, interesting work Benefits
              • Medical, Dental, Vision options
                • Company covers 63% of the medical and dental premiums
                • Company provided Short Term Disability, Long Term Disability, and Life AD&D
                • 401K Safe Harbor with automatic 3% employer contribution after 90 days
                • And more! Office
                  • A hybrid working model allowing employees to split time between the office and home
                  • A convenient location in the Arboretum directly off Powhite Parkway
                  • Onsite gym and caf--
                  • Snacksand good coffee provided
                    
                    We are a wonderful place to build your career.Our colleagues are great people and make our company the kind of place we enjoy coming to every day. We are growing and our future is bright!
                    
                    Note:Pleasesubmit your cover letterand resumeas PDF files.
                    
                    Note:Please check your spam box regularly to ensure no missed communications from the Bamboo platform.
                    
                    VertiGIS is an Equal Opportunity Employer and does not discriminate against individuals based on their race, color, religion, or belief, national or ethnic origin, sex (including pregnancy), age, disability, sexual orientation, gender identity, veteran status, family medical history or genetic information, or any other status protected by federal, state, or local laws or regulations.
                    
                    The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, functions and skills required for this job. Functions and requirements may change at any time with or without notice.

Keywords: VertiGIS, Harrisonburg , Technical Support Analyst, IT / Software / Systems , Richmond, Virginia