Information Technology Support Technician

TRAX Analytics

Alpharetta, GA, USA

Job Highlights

Qualifications

  • This position can work from home but needs to be located within driving distance of Alpharetta, GA for periodic meetings and hardware configuration/support needs
  • The successful candidate will be organized and detail-oriented with excellent written and verbal communication skills
  • We are looking for an individual with experience working as a Tier 1 IT support technician, as well as experience troubleshooting technology help desk tickets
  • Bachelor s Degree; 2+ years of experience in a similar field
  • Proven working experience in working in a similar role for technology companies
  • Excellent client-facing and communication skills
  • Experience with ZenDesk or similar applications
  • Basic understanding of WebAPIs, cloud hosted solutions, and IOS/Android App deployments

Company Description:

TRAX Analytics, LLC. is a fast-paced, highly collaborative technology firm that provides software and technology to manage janitorial operations nationwide. Our mission is to innovate and digitalize how the facilities we live, work, and play in are cleaned. We believe that with the right technology and use of data, we can empower the front line to create more efficient and effective facility operations. 

TRAX Analytics is based out of Alpharetta, GA, but consists of a hybrid workforce. Our client base ranges from airports, airlines, stadiums/arenas, Class A buildings, healthcare, universities, and facility management companies. TRAX s solutions have been featured in the Wall Street Journal, New York Times, and named USA Today s Top Airport Amenity. http://www.TRAXInsights.com 

Role: IT Support Technician (Tier 1) 

TRAX is seeking a IT Support Technician (Tier1) with 2+ years of experience to help the TRAX Technical Support team in Alpharetta, GA. This position can work from home but needs to be located within driving distance of Alpharetta, GA for periodic meetings and hardware configuration/support needs. 

The successful candidate will be organized and detail-oriented with excellent written and verbal communication skills. We are looking for an individual with experience working as a Tier 1 IT support technician, as well as experience troubleshooting technology help desk tickets. 

This position will be responsible for ensuring all client SLAs are met, assist with the initial trouble shooting of hardware, software, and third-party vendors, and continue to enhance our technical support operations as we continue to grow. Candidates should have prior experience in a similar role, as well as in utilizing ZenDesk or similar system.

Responsibilities Include:

  • Overseeing client SLA s to ensure compliance
  • Answering help desk tickets, and providing clients with initial troubleshooting details
  • Managing ZenDesk and ensure tickets are answered or escalated as required
  • Maintaining client details and accounts within ZenDesk
  • Continuously monitoring the health of live accounts and highlighting any areas of concern
  • Providing occasional off hours support for premium SLA clients with critical issues
  • Overseeing/utilizing third-party vendor support applications for hardware, as well utilizing the TRAX native system health modules to ensure software/hardware uptime
  • Assisting with basic hardware and software configurations

Requirements:

  • Bachelor s Degree; 2+ years of experience in a similar field
  • Proven working experience in working in a similar role for technology companies
  • Excellent client-facing and communication skills
  • Experience with ZenDesk or similar applications
  • Basic understanding of WebAPIs, cloud hosted solutions, and IOS/Android App deployments

Please apply through LinkedIn or at Jobs@TRAXInsights.com

5900 Windward Pkwy · Suite 525 Alpharetta, GA 30005

Jobs@traxinsights.com

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