IT Product Support Analyst - Indianapolis, IN

Summary/Objective

The IT Product Support Analyst will be responsible for providing customer-focused product and technical support. The Analyst’s goals will be to ensure all Service Level Agreements (SLAs) are met and upheld. They should have strong communication skills with ability to troubleshoot issues and maintain product knowledge. This individual is responsible for providing the tier 1 support by directly interfacing with all the Location Services members.

Essential Functions

• Provide excellent customer service by providing prompt responses and ensuring customer satisfaction.
• Have extensive product knowledge for Tier 1 support.
• Must be able to work diligently with Tier 2 support and Product team to ensure timely resolutions for tickets.
• Provide rapid responses and resolutions to our end users and support issues.
• Establish and maintain effective relationships at all levels of the organization.
• Ability to communicate complex issues and solutions in a manner that is easily understood.
• Assist customers during software releases, including answering questions and general systems support where necessary.
• Have excellent written, verbal, and presentation skills.
• Work with geographically distributed teams in a timely manner to complete assigned tasks.
• Document support processes to assist fellow support specialists
• Must have the ability to work well within a team environment as well as independently.

 Competencies

• Bachelor’s degree in information technology or related field, or an equivalent combination of education, certification, and experience.
• 2 years of IT experience.
• Previous support experience and with ticketing-based system is preferred.
• Strong ability to interact with end users in a patient, helpful, pleasant, and otherwise professional manner while providing them with support
• Strong verbal and written communication skills.

Education and Experience

• Bachelor’s degree in computer science, related field OR equivalent experience.
• Must have a minimum of 2 years relevant experience working in IT.
• Must have 2 years of experience in Microsoft products: Microsoft O365, Microsoft Teams, Microsoft Azure.
• Must have 2 years of experience in working with Ticketing systems.

Benefits

• Competitive compensation package
• Full suite of medical benefits, including dental, vision, 401k, pet insurance and more!
• PTO and holidays

Position Type/Expected Hours of Work

This is a full-time position.  Days and hours of work are variable and based on business need. Evening and weekend work may be required as job duties demand.  

Physical Requirements

This position is indoors.  Must be able to sit at a computer terminal for an extended period.  May be asked to lift approximately 25 lbs.  Exposure to moderate noise and light, i.e business office with computers, phone, printers, light foot traffic.

EEO Statement

Location Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.  In addition to federal law requirements, Location Services complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Applicants must be legally authorized to work in the United States