Junior Technical Support Consultant

Position Overview:

Change the world of service with us and let's inspire companies together with better workflows, better collaboration and better information flow! As a global leader in software and service solutions, USU provides innovative tools that enhance IT operations and digital transformation. This role offers an excellent opportunity to gain hands-on experience with software asset management technologies while working with a dynamic, global team. As a Junior Technical Support Consultant, you will also be part of the support team, responsible for working through customer-submitted tickets, providing first-level support, and ensuring timely resolution of customer issues related to our software and services.

Responsibilities Include:

· Support and configure custom applications to meet customer needs

· Analyze and process technical customer data

· Assist in identifying requirements and developing tailored technical solutions

· Evaluate systems, provide technical support, and independently execute software asset management projects

· Model and configure integrations with systems such as Active Directory, SCCM, and cloud services

· Perform data analysis, develop automation solutions, and standardize processes

· Provide technical support for software installation, configuration, and troubleshooting

· Monitor software asset management tools to ensure proper functionality

· Provide first-level support to customers by accepting and processing tickets for faults and service requests

· Triage, diagnose, and resolve customer issues related to software functionality, configuration, and usage

· Escalate complex technical issues to senior support staff or engineering teams as necessary

· Ensure timely and effective communication with customers regarding ticket status and resolution progress

· Meet or exceed service level agreements (SLAs) for ticket response and resolution times

The Ideal Candidate:

We’re looking for a self-starter who can quickly learn and apply new knowledge to extend and implement our solutions. Strong problem-solving skills, technical aptitude, and excellent written and verbal communication are essential. The ideal candidate is confident, adaptable, and thrives in a fast-paced technology environment. Additionally, the ideal candidate is customer-centric, possesses a strong customer service attitude, and provides exceptional support and achieving high levels of customer satisfaction. They should be able to work efficiently under pressure, prioritize tasks effectively, and maintain a positive and professional demeanor while assisting customers.

Qualifications:

· Bachelor's degree in Information Technology, Computer Science, Business, or a related field (or equivalent work experience)

· Self-motivated, curious, and eager to learn and grow within Software Asset Management (SAM)

· Strong problem-solving and troubleshooting skills

· Ability to communicate technical concepts to non-technical stakeholders

· Detail-oriented, highly organized, and able to manage multiple tasks

· Excellent customer service and communication skills, with a focus on empathy and patience

· Familiarity with XML, SQL, JSON, REST, and SOAP web services

· Knowledge of Extracting, Transforming, Loading (ETL) processes is a plus

· Experience with PowerShell (Windows) scripting and Bash (Linux) scripting is a plus

· Exposure to Windows, Linux, IIS, Apache HTTP Server, Microsoft SQL Server, MySQL/MariaDB, Kubernetes, or Docker is a plus

If you are passionate about technology and eager to kickstart your career in IT support, we invite you to apply today and become a part of our innovative team at USU Solutions, Inc.!

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Brighton, MA 02135 (Required)

Ability to Relocate:

• Brighton, MA 02135: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Brighton, MA 02135

Salary : $50,000 - $75,000