IT Field Support Analyst providing technical support and maintaining IT equipment at TechnipFMC. Responsible for managing hardware assets and supporting local IT requests.
About the role
- Technical Support Engineer assisting government clients with software-related issues. Resolving inquiries and technical problems while ensuring effective customer communication and support.
Responsibilities
- Act as the primary point of contact for government customers, responding to daily technical questions and resolving initial software issues.
- Research and diagnose user-reported problems, using front-end tools and established guides to find solutions for failed tasks or errors.
- Assist users with account access issues, including verifying user permissions and helping administrators with basic password resets within the application interfaces.
- Carefully capture and log all details regarding customer issues and their resolutions in our ticket tracking system.
- Assist in monitoring the general health of Casepoint applications, flagging any trends or recurring errors to senior team members.
- Effectively communicate with end users to understand their needs, providing "white-glove" service.
- Identify complex issues that require backend intervention and escalate them to the Tier 2 team with a clear summary of the steps already taken.
- Support Customer Success Managers and Project Managers by providing updates on current support tickets and tracking overall project progress for clients.
- Participate in cross-departmental emails and follow-ups to ensure no customer request is left unanswered.
- Stay up-to-date on new features and updates across the Casepoint platforms through regular training.
- Participate in basic testing of new software releases to provide feedback on user experience and help identify potential bugs before they reach the customer.
- Help maintain the internal knowledge base by documenting new solutions to common questions.
Requirements
- Degree in Information Technology, a related field, or equivalent hands-on experience in a customer-facing technical support role.
- A natural curiosity and ability to walk users through step-by-step instructions to resolve software questions.
- Excellent verbal and written communication skills with a focus on patience and clarity when talking to customers.
- Experience or a strong interest in supporting government-specific software and a quick ability to learn new applications.
- US Citizenship (non-dual) is required by government contract.
- Ability to obtain and maintain a Public Trust or higher clearance.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Technicien Support Informatique offrant un soutien IT de proximité aux utilisateurs et à la chaine d'approvisionnement industrielle chez Essity. Gestion des demandes, résolution d'incidents, et travail avec les équipes globales.
IT Support Analyst providing technical assistance in a hybrid workplace. Focused on user support and managing IT assets at B2e Group.
Controls Engineer providing technical support to high - profile customers for automation systems. Focused on resolving complex issues and improving service efficiency.
Technical Analyst in the Affordable Housing segment at Tenda construction company, managing cost analysis and budget for construction projects with a focus on residential buildings.
Technical Support Engineer role focusing on troubleshooting and client support. Working with an international team to improve client system performance in global trade.
Analyze and resolve N2 support calls for AVITA's products while ensuring correct application functioning. Engage in functional validations and technical troubleshooting for issue resolution.
Senior Manager leading global technical support for Call Recording & Analytics at Smarsh. Collaborating with teams to enhance customer assistance and service delivery.
Technical Analyst supporting ITV's Enterprise Architecture team to analyse and document architecture, workflows, and automation opportunities across technical systems. Collaborating with diverse stakeholders and ensuring alignment with architectural standards.
Manager of Engineering Technical Support overseeing product structure management and engineering change processes. Leading cross - functional teams and maintaining product data for industrial lift trucks at Hyster - Yale.