Job Summary: The Technical Support Analyst 1 is a full-time technical support position that requires strong communication skills and attention to details. The primary role will be to investigate and resolve issues from both internal and external customers regarding GeoComm software and solutions. This position includes participating in a weekly rotation of on-call assignments for 24 x 7 support coverage. Essential Job Duties: 1. Respond to customer requests, system alerts and other correspondence in an appropriate, professional and timely manner. 2. Clear and concise documentation of incoming technical support issues from internal and external customers including what the customer experience is, troubleshooting steps taken to investigate the issue and the outcomes or resolution. 3. Collaborate with other staff resources to resolve requests. 4. Escalate complex issues to the next point of escalation when necessary. May be responsible for implementing the recommended solution. 5. Maintain customer satisfaction by managing communications with the customer to keep them informed about case creation, troubleshooting and final resolution of customer issues. 6. Provide information related to customer feedback regarding software and services to product development staff. 7. Perform contracted support and maintenance services for customers as assigned. 8. Maintain and improve personal knowledge of all GeoComm products and services necessary to deliver the required level of technical competency. 9. Document, review and improve existing processes to reduce the amount of support requests and improve user experience (continuous improvement). 10. Share responsibility for 24/7 customer support. Essential Universal Job Duties: • Improves self in any way possible to enhance job performance. • Promotes the Company, its Mission, Core Values, programs, and achievements to the public and other employees. o Core Values:  Customer Commitment  Continuous Improvement and Innovation  Sense of Urgency  Teamwork  Empowered Accountability • Functions as a team member by assisting, supporting, and encouraging other employees in any way possible. • Performs related work as required; willingly and eagerly. • Meets deadlines as required. • Regular, predictable attendance is an essential function of this position. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified. Minimum Job Requirements: Education: Associate degree or other related job experience, preferably in Computer Science. Related Experience: 2+ years of technical troubleshooting expertise or proven technical ability Required Training and Experience: 1. Excellent verbal and written communication skills; excellent customer service and organizational skills 2. Ability to prioritize multiple tasks and manage time effectively 3. Strong work ethic; accountability to yourself, your team, and our customers 4. Strong technical aptitude to analyze software, hardware, and network issues 5. Experience with supporting customers and colleagues via remote connections, e-mail, chat, and video 6. Working knowledge of Windows PC/Server OS and Linux Ubuntu 7. A strong technical grasp of database systems, JSON, XML, Docker Containers Preferred Training and Experience: 1. Bachelor degree in computer science, geography, GIS, or information systems 2. Experience with GIS and Esri’s ArcGIS products including ArcGIS Server 3. A good understanding of cloud computing, SaaS and AWS cloud environments 4. Knowledge of Elastic Stack (ElasticSearch, Kibana) Geo-Comm is an equal opportunity employer, and does not discriminate in hiring or employment on the basis of race, creed, color, religion, sex, national origin, citizenship status, age, disability, marital status, familial status, sexual orientation, veteran status, public assistance status, or any other status protected by applicable law. Geo-Comm Corporation provides a drug-free working environment.