Technical Support Analyst

3 weeks ago

Baltimore, United States Alertus Technologies Full time

Company Description

When minutes matter, seconds count. As a pioneer and market leader in mass notification, our mission is to empower organizations to protect lives, secure assets, and maintain business continuity. Alertus is experiencing unprecedented growth in all markets, and we're looking for like-minded individuals who take pride in offering well-developed and invaluable life safety products to an engaged customer base.


Job Description

We are looking for a motivated troubleshooter to play a critical role in driving Alertus' rapid growth. The Technical Support Analyst will report to the Technical Support Manager and will be a key player in bringing our mission to life. In this role, you will be responsible for keeping our customers’ installed Alertus systems at full readiness by combining deep technical knowledge with exceptional customer service.


Our ideal candidate is a technical, versatile problem-solver with a strong desire to always provide the best and most efficient customer service.


This position is expected to cover the shift from 10:30am-7pm EST.

A Day in the Life:

  • Troubleshoot both Alertus hardware and software solutions with the customer to resolve technical roadblocks
  • Provide exceptional customer service via phone, email, and screen share tools
  • Collaborate with the Product Development team to identify, diagnose, and resolve any software or hardware faults
  • Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy
  • Support colleagues during the testing, troubleshooting, and problem replication phases of product life cycles
  • Provide guidance to customers on installing Alertus solutions
  • Collect and analyze detailed information to categorize and document requests
  • Proactively analyze recurring issues and create innovative solutions 
  • Develop written checklists for typical problems and recommend procedures and controls for problem prevention
  • Research open issues thoroughly and quickly address those issues toward an accurate resolution
  • Leverage existing toolset to grow Alertus solution knowledge base

Required Skills:

  • 3-5 years prior experience working in a technical help desk or call center environment
  • Flexibility to work different shifts
  • Ability to participate in mandatory on-call rotation to maintain support coverage during nights, weekends, and company holidays
  • Ability to communicate technical topics to both technical and non-technical audiences via phone, email, etc
  • Strong customer service mindset Proficiency in core networking concepts such as DNS, DHCP, HTTP(S), and TLS
  • Ability to multitask and prioritize in a fast-paced, ever changing environment
  • Knowledge of IT security principles and policies that impact network environments
  • Experience in the administration process of Windows domain and Active Directory

Desired Skills:

  • Understanding of Linux and MacOS Administration
  • Experience with Active Directory design and administration tasks
  • Ability to develop expertise in application support involving REST and API integrations
  • Windows Workstation Deployment and Administration skills
  • Experience with supporting web applications
  • Experience with Cisco and/or Avaya VOIP solutions
  • Small electronics or IoT device support experience

Education and Experience:

  • Bachelor’s degree in STEM or related technical field such as Computer Science, Computer and/or Electrical Engineering, Information Technology
  • Net+, Security+, or similar certification
  • 3-5 years prior experience working in a technical help desk or call center environment

Alertus Career Advantages:

  • Competitive salary
  • Unlimited PTO
  • Business casual environment
  • Being part of a fast-paced and growing company
  • Rewarding experience of bringing life-saving solutions to schools and organizations worldwide
  • Regular company social and team-building events
  • Circle of Excellence Rewards Trip



All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy). Proof of vaccination or exemption must be provided prior to their start date.


Protecting people from harm is what we do. It's our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19.


All your information will be kept confidential according to EEO guidelines.


EEO/AA Employer M/F/D/V 


AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP


  • Technical Support Analyst

    6 days ago

    Baltimore, United States Inside Higher Ed Full time

    Carey Business School's Office of Institutional Data and Analytics (OIDA) seeks a highly detailed Technical Support Analyst for ongoing data management and technical support. This role will build data integration and warehousing solutions for decision-making at Carey Business School and the University in liaison with the Office of Software and Reporting...

  • Technical Support Analyst

    2 weeks ago

    Baltimore, Maryland, United States Alertus Technologies Full time

    Company DescriptionWhen minutes matter, seconds count. As a pioneer and market leader in mass notification, our mission is to empower organizations to protect lives, secure assets, and maintain business continuity. Alertus is experiencing unprecedented growth in all markets, and we're looking for like-minded individuals who take pride in offering...

  • Sr. Program Analyst

    3 weeks ago

    Baltimore, United States Cedent Consulting Full time

    Sr. Program Analyst & Technical Analyst positions (Lexington Park, MD) Title: Senior Program Analyst @ Lexington Park , MD Terms of Hire: Full time. Salary: $ 90-118 K /YR + Benefits Job Responsibilities Essential Job Functions: Apply analytic techniques in the evaluation of program/project objectives, analyze requirements, status, budget and schedules,...

  • Customer Support Analyst

    4 weeks ago

    Baltimore, United States Bridgeway Benefit Technologies Full time

    Job DescriptionJob DescriptionBridgeway Benefit Technologies is hiring an Customer Support Analyst to help grow our Customer Success organization and support our Bridgeway product end-users, through serving as an internal advocate and customer liaison and delivering the highest level of service to our customers.As a successful Customer Support Analyst, you...

  • Technical Business Analyst

    4 weeks ago

    Baltimore, United States Chesapeake Contracting Group Full time

    Job DescriptionJob DescriptionThe Technical Business Analyst is responsible for collecting, organizing, analyzing, and interpreting datasets to provide insights and support data-driven decision-making. Supporting the technical operations of the company, ensuring that all technical systems are working properly and efficiently. The position will work closely...

  • Technical Business Analyst

    2 days ago

    Baltimore, United States Chesapeake Contracting Group Full time

    The Technical Business Analyst is responsible for collecting, organizing, analyzing, and interpreting datasets to provide insights and support data-driven decision-making. Supporting the technical operations of the company, ensuring that all technical systems are working properly and efficiently. The position will work closely with the Director of IT to...

  • Technical Support Officer

    2 days ago

    Baltimore, United States Johns Hopkins University Full time

    The **_Technical Support Officer_** will work in close collaboration with MOMENTUM Country and Global Leadership (MCGL)'s FP Team, including the FP Director, Technical Manager, Program Officer, Technical Advisors, and Sr. Program Coordinator, to provide program support in the areas of family planning and gender with a wide range of potential activities,...

  • IT Technical Support Administrator

    4 weeks ago

    Baltimore, United States Automated Health Systems Full time

    Automated Health Systems, a dynamic and entrepreneurial healthcare company, is looking to hire an IT support professional to join its team in the Baltimore, MD area. Benefits: Health/dental/vision/supplemental insurance/401(k)/Paid Time OffComprehensive and ongoing trainingEmployee Wellness ProgramStrong company culture with career growth opportunities As...

  • Coordinator - Technical Support

    1 week ago

    Baltimore, United States Engage2Excel Full time

    Grow Your Skills While Helping Eye Care Professionals Make Optimal Use of a Great Practice Platform If you have strong self-motivation, the ability to work independently, and a rigorous approach to learning, this position offers you some great opportunities. You will: Master a challenging but rewarding role, supporting eye care professionals create a more...

  • Coordinator - Technical Support

    3 days ago

    Baltimore, United States Engage2Excel Full time

    Grow Your Skills While Helping Eye Care Professionals Make Optimal Use of a Great Practice Platform If you have strong self-motivation, the ability to work independently, and a rigorous approach to learning, this position offers you some great opportunities. You will: Master a challenging but rewarding role, supporting eye care professionals create a more...

  • Research Data Analyst

    1 week ago

    Baltimore, United States Johns Hopkins University Full time

    The Department of Medicine is seeking a casual/on-call **_Research Data Analyst _**who will provide support in research database development, data processing, data analytics, and computer programming for several projects related to health equity and migrant health. The Research Data Analyst will participate in the cleaning and development of analytic data...

  • HR Technology Analyst Ii

    3 days ago

    Baltimore, United States Johns Hopkins Health System Full time

    Join an amazing global healthcare organization! **What Awaits You?** - Affordable and comprehensive benefits package - Career growth and development - Employee tuition reimbursement - Generous PTO plan **Position Details** Req#: 639479 Monday-Friday (8:30-5) Remote **Position Summary** The HR Technology Analyst II partners with HR clients to analyze...

  • Research Data Analyst

    6 days ago

    Baltimore, United States InsideHigherEd Full time

    The Department of Medicine is seeking a casual/on-call Research Data Analyst who will provide support in research database development, data processing, data analytics, and computer programming for several projects related to health equity and migrant health. The Research Data Analyst will participate in the cleaning and development of analytic data sets for...

  • Administrative Assistant

    7 days ago

    Baltimore, United States FSA Federal Full time

    Reviews and evaluates data and information from multiple sources. Confirms completeness of received data/information and resolves inconsistencies. Accurately enters required data into one or more databases, documents, or spreadsheets. Creates case/pr Administrative Assistant, Analyst, Support, Examiner, Records, Administrative, Security, Technology

  • Applications Analyst

    2 days ago

    Baltimore, United States Bridgeway Benefit Technologies Full time

    Job Description Job Description We are looking for a skilled Applications Analyst to join our growing Technology organization at Bridgeway Benefit Technologies. The primary focus of this role is to understand how data flows within our organization. As an Applications Analyst, you will work closely with key stakeholders to facilitate business process...

  • Senior Business Analyst

    1 week ago

    Baltimore, United States HonorVet Technologies Full time

    Job Description Technical Analyst Job Description Role summary and job responsibilities: Working independently and fully accountable for own work Defining technical specifications in alignment with business requirements Knowledge of product/flows within the domain supported Prepares data visualizations and process flow diagrams and delivers...

  • Contract Analyst-office of Supply Chain

    2 days ago

    Baltimore, United States Johns Hopkins Health System Full time

    **Come join a great team! Fantastic opportunity to grow and learn valuable skills for entry-level, recent graduates! Competitive benefits included!** **Position Summary**: The Contract Analyst reports directly to a Director of Sourcing and provides support to the Johns Hopkins Health System Supply Chain Department. The role provides a broad range of...

  • Business Analyst

    6 days ago

    Baltimore, United States Global Alliant Inc Full time

    Business Analyst Hybrid Largo, MD (2 days onsite in a week) Rate- $70/hr C2C Start Date: Monday, June 10, 2024 End Date: June 30, 2025 with option to extend. Interview- Thursday, May 22, 2024 Business hours of 8:00 a.m. - 6:00 p.m, Monday through Friday on a regular 40 hour per week BUSINESS ANALYST Bachelor's degree or equivalent experience for a...

  • SailPoint Sr. Support Analyst

    1 week ago

    Baltimore, United States eTeam Full time

    Profile Summary: Supported / Implemented SailPoint for medium to large scale customers across various industry verticals Knowledge of IAM concepts like JML, RBAC, Provisioning, etc. Strong background in coding and development using Java Demonstrate strong technical skills Demonstrate strong problem troubleshooting skills Able to work under...

  • SailPoint Sr. Support Analyst

    1 week ago

    Baltimore, United States Omni Inclusive Full time

    Profile Summary: Supported / Implemented SailPoint for medium to large scale customers across various industry verticals Knowledge of IAM concepts like JML, RBAC, Provisioning, etc. Strong background in coding and development using Java Demonstrate strong technical skills Demonstrate strong problem troubleshooting skills Able to work under pressure in case...