Technical Support Analyst

JOB SUMMARY

Currently, we are seeking a Technical Support Analyst to join our team. This is a remote position with occasional travel to client locations in an assigned territory preferably based within the Seattle, Vancouver, or Kirkland WA area. This role is key for Veridos as it will be servicing Veridos MVR clients with offices in the Southern Washington and Northern Oregon regions, providing photo capture hardware installation, maintenance at each licensing offices, and remote or on-site issue triaging Veridos Driver's License Issuance software. 

 

The ideal candidate has strong Technical Support experience, as well as experience using Atlassian - Jira ticketing system (or similar issue-based systems). You will be working with our partners across the state of Washington, Oregon, and Veridos internal teams in Washington, Vermont, Guam, Oregon, Ohio, and beyond. Troubleshooting the software needs of our clients, both on and off site, is crucial to how we do business. Beyond these needs, the ideal candidate will also have experience in:

• Atlassian services including Confluence and Jira.
• The ability to travel to our client's locations in the Washington area as needed.
• SQL knowledge, or desire to learn introductory SQL
• A strong history/background of Technical Support experience
• Ability to communicate quickly and attentively with Client and Veridos internal teams.

 

DUTIES & ESSENTIAL JOB FUNCTIONS

• Support a major Veridos USA clients who operates a software and hardware platform used by thousands of end users in various growing government vertical markets (which includes but is not limited to: K12, higher education, local and state gov't.)
• Provide Technical Support for other Veridos USA credentialing clients as needed located in different geographic regions and time zones.
• Install the photo capture hardware and software at DMV licensing offices as well as train and support DMV end-users, as needed.
• Travel to locations throughout Washington and Oregon state to provide ongoing hardware and software support for Veridos USA's driver's license issuance platform.
• Coordinate and deliver ongoing, scheduled service and support, and respond to routine and emergency callouts within established time-windows, as needed.
• Provide backup support coverage for other regional Technical Support Analysts as needed. 
• Your primary focus will be Technical Support, but you will learn, participate, and support in software developer-centric tasks and roles.
• Generate reports of common issues, trends, and performance based on client's established Service Level Agreements (SLA's)
• Create supporting documentation such as how to guides, Standard Operating Procedures, and/or information to complement Root Cause Analyses
• Create and maintain on-going preventative maintenance service schedules for Field Technicians. 
• Ensures adherence to company policies, procedures, and objectives.
• Provide onsite office support when those sites experience HW/SW failures.
• Support the photo capture hardware and software conducted within DMV licensing offices.
• Oversight of Inventory Management (Including tracking equipment failure rates, maintenance history, of all equipment located in field offices and stored off-site
• Additional responsibilities and duties as assigned.

 

OTHER FUNCTIONS AND RESPONSIBILITIES

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with applicable Federal and State. This position requires employees to comply with:

• The employee's primary duty must be the performance of office or non-manual work directly related to the management or general business operations of the employer or the employer's customers.
• The employee's primary duty includes the exercise of discretion and independent judgment with respect to matters of significance.
• The employee's primary duty must be the performance of work requiring advanced knowledge, defined as work which is predominantly intellectual in character, and which includes work requiring the consistent exercise of discretion and judgment.
• The advanced knowledge must be customarily acquired by a prolonged course of specialized intellectual instruction.
• The application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications.
• All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. 
• This is work from home position with a computer provided.

 

REQUIRED QUALIFICATIONS

• High School diploma
• A current, valid driver's license and U.S. Citizenship
• Location preferably within the Vancouver, WA area
• DSLR camera experience (Canon preferred)
• Basic hardware and software troubleshooting skills
• Strong written and verbal communication skills
• 3-5 years of Customer Service experience and proficiency
• Familiarity with modern web-browser developer tools, Software Development Lifecyle, and QA processes
• Basic knowledge of collaboration tools such as Outlook, Jira, Confluence, Slack, Microsoft Office Software Suite, and SharePoint
• Familiarity with Field Operations tools such as Atlassian Service Desk (ticketing system), Confluence, Pager Duty
• Strong knowledge on Microsoft software (particularly Excel)
• Pass a drug test and criminal background check prior to employment

 

PREFERRED

• Associate degree in technology field 
• Experience in the ID card industry
• Mechanically inclined 
• Ability to work independently 
• Preferred skills include A+ certification, JavaScript, PHP scripting, and relational database experience
• Basic experience or familiarity with QA in the Software development lifecycle

 

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• May require sitting at a desk in front of a computer screen for 8 or more hours per day
• Requires visual acuity to operate a computer, read a computer screen, read policies and manuals
• Requires manual dexterity to operate a computer, phone, fax, scanner
• Will require driving a vehicle for work purposes on a regular basis, sometimes spending hours at a time driving
• Will require physically installing hardware equipment at client locations, which will require manual dexterity and visual acuity
• May require bending, kneeling, reaching and climbing under desks and other office furniture in order to install hardware equipment at client locations