Software Support Analyst

Software Support Analyst

We are currently looking for a highly motivated Software Support Analyst to join our Customer Support Team. This individual will assist the organization’s end user community with resolution of technical and functional service requests. We need a self-starting, detail-oriented individual with the ability to communicate with our customers, analyze problems, and see them through to resolution. 

The individual will be required to contribute to other aspects of the Customer Support Team.

Specific Job Functions:

• Serve as primary client contact for incoming support requests.

• Answers calls to the Customer Support Desk and accurately captures information on all service requests.

• Manage and resolve a range of customer support requests including more advanced technical issues with INIT’s proprietary software and Windows server environments.

• Solves problems independently using experience and troubleshooting procedures.

• Resolve a majority of end user technical issues without need for further escalation or call routing.

• Manage customer support request with the help of internal teams as required.

• Communicate the status of support requests in a timely manner to our customers and internal parties through internal and external meetings. 

• Conduct on-site system reviews including in person troubleshooting.

• Keep up to date on the latest technology around our integrated products.

• Continue to increase individual skills which aid in the support of our products.

• Shares knowledge and experience with other team members to supplement collective knowledge base.

• Prepares process and procedure documentation, as needed, and participates in periodic process and procedure reviews to ensure that materials are regularly updated.

Qualifications:

• Bachelor’s degree in related field, or equivalent experience or associate’s degree in related field with 2+ years’ experience.

• Must be able to work rotating on-call shifts including nights, weekends, and holidays.

• Working experience with Windows/Linux Terminals

Desired Characteristics:

• Excellent verbal and written communication skills.

• Independent problem solver able to trouble shoot and communicate technical software related information to diverse audiences.

• High energy and a high degree of flexibility to adapt to challenges.

• Confidence in public speaking.

 Preferred Qualifications:

• Experience with ServiceNow and Jira

• ITIL Certification

• Experience with Java based software

• Knowledge of Oracle Databases and SQL 

Travel: 

• Up to 20% across North America and internationally

Work Location:

• This position will be based at our North American corporate headquarters located in Chesapeake, Virginia (hybrid schedule). 

Benefits:

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• Competitive paid time off, starting with 15 days of vacation, increasing with tenure, plus 11 paid holidays, a personal day, and a community service day 

• 6 paid sick days annually 

• Paid parental leave 

• 100% employer-paid health and dental insurance for employees, with generous dependent coverage contributions 

• 401(k) with company match (currently dollar-for-dollar up to 5% of salary) 

• Company-paid life insurance, plus short-term and long-term disability insurance 

• Flexible Spending Accounts (medical, dependent care, and limited FSA options) with employer contributions for eligible medical plans 

• Annual benefit allowance for optional employee benefits 

• Continuing education assistance and support for professional development 

• Optional benefits include accident insurance, legal services, identity theft protection, adoption assistance, education assistance, and student loan repayment assistance

Compensation:

• The annual salary range for this position is $60,000 - $70,000, depending on experience. This does not include shift differential pay. 

INIT is an Equal Opportunity Employer