Help Desk Support Specialist

Who We Are

For more than 40 years, Versaterm Public Safety has defined the future of public safety software, delivering success to agencies, large and small, with an end-to-end ecosystem of solutions from community engagement to case closure. Versaterm’s dedication to public safety is demonstrated by an unwavering commitment to customer satisfaction, development of innovative software solutions powered by advanced technologies, and a team dedicated to making a difference in the lives of those sworn to serve.

This is an exciting time for us! We’re experiencing significant growth, with increased sales and installations of our public safety products. So join us as we continue to be innovative, focusing on creative, seamless solutions that allow our customers to focus on the communities they serve.

FivePoint Solutions, a Versaterm Public Safety Company, is a software products and services company focused on delivering solutions to state and local agencies, primarily courts and law enforcement. We are the U.S.-based leading provider of Pre-trial Services, Case Management, School Safety, Data Exchange, and Records Management services to governments. FivePoint Solutions is a company that hasn’t forgotten why it exists. We make people’s lives easier by helping them work smarter.

FivePoint Solutions is uniquely positioned in the marketplace with vast experience streamlining data entry; importing, organizing & managing documents; increasing workflow & efficiency through automation; designing agency-defined customized dashboards & workflows; connecting officers, investigators and prosecutors through one portal; and facilitating data exchange between disparate systems to over 30 RMS, CAD, and JMS vendor systems. Our solutions focus on the delivery of services and solutions including law enforcement, school safety solutions, court solutions, and document management systems.

This role will be Hybrid out of our Lexington, South Carolina office.

The Role

• Document, track, and monitor the problem using applicable systems and tools.
• Provide initial support to end users for computer, application, system, device, access and hardware issues.
• Coordinate with other teams or specialists to resolve an issue.
• Respond to telephone, email, and on-line requests for technical support.

The Ideal Candidate

• Degree or certification in an IT-related field such as computer science or information systems, or relevant experience
• Knowledge of relational databases and experience with SQL
• Intermediate level of understanding on locating and troubleshooting issues in a Microsoft environment (Windows Events)
• Intermediate understanding and experience of Powershell

Responsibilities:

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for handling support cases.
• Provide accurate and timely logging of problems and resolution for problems in the ticket system.
• Use advanced troubleshooting skills including Knowledge Base directory in the ticket system (Zendesk).
• Escalate problems as appropriate following IT Help Desk procedures.
• Assist with computer inventory and provide Senior Help Desk / Help Desk Lead with timely feedback when resources are low.
• Deploy laptops, set up new hire workstations, and train new users on basic computer skills as they relate to the Client’s network.
• Act as a liaison between customers and internal support staff to ensure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
• Utilize superior customer service skills.
• Solve problems on Windows platforms with a high level of proficiency.

Equal Opportunity

Versaterm Public Safety is committed to building and supporting inclusion, diversity, equity, and sustaining a barrier-free environment. Accommodations are available, on request, throughout all aspects of the selection process. These principles apply to the terms and conditions of employment at Versaterm. For detailed information on our accessibility policies, please contact info@versaterm.com.