Technical Support Analyst

Description

CENTEGIX® is the leader in rapid incident response safety solutions, protecting more than 18 million people across 18,000+ locations in all 50 states. The CENTEGIX Safety Platform®, including CrisisAlert™ wearable panic buttons, Safety Blueprint® critical incident mapping, Visitor Management, and Reunification, gives organizations the tools to plan for and respond to any emergency, from the everyday to the extreme. CENTEGIX serves K-12 and higher education, healthcare, government, commercial, and public safety organizations nationwide.

You have the opportunity to make a real difference! Join a passionate, technology-savvy team with a truly life-saving mission. As a Technical Support Analyst, you are the face of CENTEGIX™ and will be the primary contact for our customers to ensure technical issues are resolved quickly and to their satisfaction. In this role, you will provide critical technical assistance, troubleshooting, and issue resolution for our suite of safety applications across Windows, macOS, ChromeOS, and mobile devices (iOS and Android). The ideal candidate will ensure our applications run seamlessly across a highly diverse ecosystem of hardware and operating systems.

Position Responsibilities:

• Diagnose and resolve software and hardware technical issues across Windows, macOS, ChromeOS, iOS, and Android platforms.
• Acknowledge, track, and thoroughly document user issues using Salesforce from initial contact through to permanent resolution.
• Assist with application installation, configuration, user access provisioning, updates, and profile troubleshooting.
• Assist customers with integrating SSO, PSAP/E911 and other API capable systems with our software.
• Collaborate with systems administrators to deploy our client apps via Mobile Device Management (MDM) or Desktop Management platforms tools like Intune, Jamf, or Google Workspace.
• Identify, isolate, and escalate complex hardware or software bugs or security issues to our Tier 2 Hardware (Command Center) or Tier 3 teams.
• Assist with new or RMA equipment orders.
• Schedule Field Services appointments and coordinate site access with customers
• Consistently achieve Case and Call SLA targets
• Work with your Supervisor to improve internal or customer facing support articles to ensure a quality customer experience.

Requirements

• Experience: 3+ years of experience in a technical support, technical helpdesk, or application support role, within a SaaS (Software as a Service) environment.
• Multi-OS Proficiency: Strong operational knowledge and troubleshooting familiarity with Windows, macOS, ChromeOS, iOS, and Android.
• Education: Bachelor’s degree in Information Technology, or a related field, or equivalent hands-on technical work experience.
• Problem-Solving: Sharp critical thinking skills to investigate, reproduce, and resolve software issues efficiently, following troubleshooting SOPs and using your technical knowledge to go the extra mile.
• Communication Skills: Exceptional verbal and written communication skills, with a proven ability to translate complex technical jargon into simple, actionable steps for non-technical users.
• Familiarity with MDM platforms (e.g., Microsoft Intune, Jamf, etc) a plus.
• Understanding of basic networking principles (VPNs, firewalls, Wi-Fi connectivity, and cell network data routing).
• Relevant certifications, such as CompTIA A+, Google IT Support Professional, Apple Certified Support Professional (ACSP) a plus.
• Experience with Microsoft 365 Suite and/or Google Workspace
• Ability to multi-task, prioritize and manage time your time effectively

What’s in it for you?

• Hybrid work environment; Tuesday thru Thursday in office
• Participation in company wide discretionary bonus
• Uncapped commission potential (SALES ONLY)
• Fifteen days of PTO plus twelve company holidays
• Three days of paid Sick Leave and one floating holiday
• Monthly device(s) reimbursement
• Up to $2500/year reimbursement for eligible education expenses
• We offer a range of Healthcare plans to meet your needs (medical, dental, vision)
• 401(k) Plan with 4% employer contribution to help you plan for the future
• Employee Referral Bonus
• Charitable Program Match

Recruitment Process & Fraud Prevention

CENTEGIX job opportunities may be advertised on our careers page as well as trusted job boards such as Indeed and LinkedIn. All applications are processed through our official applicant tracking system.

If you are contacted regarding an opportunity with CENTEGIX, verify that communications come from an email address ending in @centegix.com.

CENTEGIX recruiters may also connect with candidates through LinkedIn. We encourage candidates to review recruiter profiles and confirm they are listed as current CENTEGIX employees.

As part of our hiring process:

• Applications will be reviewed and managed through our official recruiting process
• Interviews will be conducted by CENTEGIX employees
• CENTEGIX will never ask candidates for payment, gift cards, cryptocurrency, banking information, or financial account details during the recruiting process
• Official offer letters will only be extended following a completed interview process

Equal Employment Opportunity

CENTEGIX is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CENTEGIX are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by the laws or regulations in the locations where we operate