Technical Support Specialist

3 days ago

Baltimore, MD, United States Alertus Technologies Full time
Company Description

At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency.

Our employees are integral to the company's success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively.

Job Description

We are looking for a motivated and customer-oriented Technical Support Specialist to join our Technical Support team. In this role, you will report to the Technical Support Manager, and will be responsible for keeping our customers' installed Alertus systems at full-readiness by combining technical knowledge with exceptional customer service.

This is an excellent opportunity for individuals who are looking to launch their career in IT and have a passion for technology, problem-solving, and helping others.

This position may possibly require adjusted work hours. Technical support coverage ranges from 7am-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 Technical Support Leadership team to identify, diagnose, and resolve any software or hardware faults, escalating to Product Development when needed
    • Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy
    • 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
    • Create Knowledge Base articles based on case information to provide ours customer and internal staff with recommended steps to decrease the time to resolution
    • Research open issues thoroughly and quickly address those issues toward an accurate resolution
Required Skills:
    • Strong problem-solving and analytical skills
    • Excellent communication & interpersonal skills
    • Familiarity with hardware, software, & network technologies
    • Ability to work independently & as part of a team
    • Ability to communicate technical topics to both technical & non-technical audiences via phone, email, etc.
    • Strong customer service mindset
    • Basic understanding of core networking concepts such as DNS, DHCP, HTTP(S), and TLS
    • Ability to multitask & prioritize workload in a fast-paced, ever changing environment
    • Basic knowledge of IT security principles and policies that impact network environments
    • Experience in troubleshooting Windows systems
Desired Skills:
    • Understanding of Windows, Linux and MacOS Administration
    • Ability to develop expertise in application support involving REST and API integrations
    • Familiarity with Windows Workstation Deployment and Administration
    • Experience with supporting web applications
Education and Experience:
    • Bachelor's Degree in Information Technology, Computer Science, or related field
    • 0-2 years experience in a Technical Support positon
    • Net+, Security+, or similar certification is a plus
Alertus Career Advantages:
    • Paid Time Off
    • Paid Holidays
    • 401(k) Retirement Plan
    • Medical, Dental, and Vision Plans
    • Short-term Disability, Accident, Hospital, and Cancer Insurance
    • Live Near Your Work Homebuying Incentive Program
    • Employee Referral Bonuses
    • Flex Scheduling


$21.74 - $26.27 an hour

The referenced base salary range represents the low and high end of Alertus' salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will depend on several factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications.

Additional Information:

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.

Alertus Technologies is an Equal Opportunity/Affirmative Action Employer. All applicants will be considered for employment without attention to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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

AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

  • Technical Support Specialist

    2 weeks ago

    Baltimore, MD, United States Intralox Full time

    LocationBaltimore/Washington D.C.Job CategoryCustomer Service & Technical Support, EngineeringDivisionIntraloxJob Description (General Summary)Intralox L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for a Technical Support Specialist for our Hanover, MD location. Intralox is a...

  • Technical Support Specialist

    2 weeks ago

    Baltimore, MD, United States Intralox Full time

    LocationBaltimore/Washington D.C.Job CategoryCustomer Service & Technical Support, EngineeringDivisionIntraloxJob Description (General Summary)Intralox L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for a Technical Support Specialist for our Hanover, MD location. Intralox is a...

  • Technical Support Specialist

    2 weeks ago

    Baltimore, MD, United States Intralox Full time

    LocationBaltimore/Washington D.C.Job CategoryCustomer Service & Technical Support, EngineeringDivisionIntraloxJob Description (General Summary)Intralox L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for a Technical Support Specialist for our Hanover, MD location. Intralox is a...

  • Helpdesk Support Specialist

    5 days ago

    Baltimore, MD, United States BITHGROUP Technologies Inc Full time

    Company Summary: We are a well established, and growing technology firm that provides cutting-edge services to businesses across the country. We are committed to delivering top-quality customer service and innovative solutions to our clients. We are currently hiring a Helpdesk Support Specialist to join our team and provide outstanding helpdesk support to...

  • Helpdesk Support Specialist

    2 weeks ago

    Baltimore, MD, United States BITHGROUP Technologies Inc Full time

    Company Summary: We are a well established, and growing technology firm that provides cutting-edge services to businesses across the country. We are committed to delivering top-quality customer service and innovative solutions to our clients. We are currently hiring a Helpdesk Support Specialist to join our team and provide outstanding helpdesk support to...

  • Helpdesk Support Specialist

    1 day ago

    Baltimore, MD, United States BITHGROUP Technologies Inc Full time

    Company Summary: We are a well established, and growing technology firm that provides cutting-edge services to businesses across the country. We are committed to delivering top-quality customer service and innovative solutions to our clients. We are currently hiring a Helpdesk Support Specialist to join our team and provide outstanding helpdesk support to...

  • IT Support Specialist

    7 days ago

    Baltimore, MD, United States Equiti Full time

    It Support Specialist The IT Support Specialist serves as a key member of the Platform Operations team, providing Tier 2 technical support and troubleshooting for Equiti's interpreting and telehealth platforms. This role ensures the reliability, stability, and performance of customer environments by diagnosing complex issues related to connectivity, APIs,...

  • IT Support Specialist

    2 weeks ago

    Baltimore, MD, United States Equiti Full time

    It Support Specialist The IT Support Specialist serves as a key member of the Platform Operations team, providing Tier 2 technical support and troubleshooting for Equiti's interpreting and telehealth platforms. This role ensures the reliability, stability, and performance of customer environments by diagnosing complex issues related to connectivity, APIs,...

  • IT Support Specialist

    1 week ago

    Baltimore, MD, United States Equiti Full time

    It Support Specialist The IT Support Specialist serves as a key member of the Platform Operations team, providing Tier 2 technical support and troubleshooting for Equiti's interpreting and telehealth platforms. This role ensures the reliability, stability, and performance of customer environments by diagnosing complex issues related to connectivity, APIs,...

  • End User Support Specialist

    2 weeks ago

    Baltimore, MD, United States InstantServe LLC Full time

    Title: End User Support Specialist Location: Baltimore, MD Monitor the Service Desk ticket queue and assist with all aspects of technical support via phone, chat, email or in person. Determine the best solution based on the issue and details provided by customers Install and test hardware and peripheral components; loads appropriate software packages...