Assoc Software Support Analyst

Associate Software Support Analyst

INIT Innovations in Transportation, Inc. is a leading provider of Intelligent Transportation Systems for public transportation. As a turnkey supplier, INIT develops, produces, installs, and maintains integrated hardware and software solutions for all keys tasks required by transportation authorities.

We are currently looking for a highly motivated Associate Software Support Analyst to join our Customer Support Team. 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 first responder for incoming support requests.
• Answers calls to the Customer Support Desk and accurately captures information on all service requests.
• Manage and resolve incoming customer support requests that may consist of application questions, operational access, or product functionality issues for INIT’s proprietary software.
• Escalate support requests to internal teams as required. Follow through to obtain status updates.
• Facilitate issue resolution by being a liaison between our customers and internal teams through regular ticket follow-ups.
• Document issues promptly and accurately.
• 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.
• Participate in knowledge sharing and problem solving with fellow team members.

Qualifications:

• Associate’s degree in a related field with 1+ year experience, or equivalent 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 troubleshoot 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
• Experience with Oracle SQL

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 $50,000.00-$55,000.00 depending on experience. This does not include shift differential pay.

INIT is an Equal Opportunity Employer