Position Description

Codeware is seeking a full-time Technical Support Analyst to provide web-based, phone and email support to domestic and international Codeware clients. This position focuses on the installation and configuration of Codeware’s Windows-based software.

Position Responsibilities

  • Researches and resolves issues for customers and internal staff

  • Assists clients in the secured installation of Codeware’s software

  • Logs the history and resolution of all client interactions in Codeware’s ticketing system

  • Analyzes and identifies trends in issue reporting and devises preventive solutions

  • Mentors other customer service personnel on hardware and software problem analysis and resolution

  • Maintains up-to-date knowledge of Codeware’s software, related third-party hardware security key technology as well as external environments (Windows, Networks, etc.)

  • Assists with pre-release software testing as required

  • Documents issues and provides feedback to the Software Development Team

Position Requirements

Skills/Qualifications
  • 3+ years help desk experience

  • AS in computer related field or equivalent work experience

  • CompTIA A+ certification

  • CompTIA Network+

  • Strong understanding of networked PCs in LAN WAN configurations including NAT, routing, domain environments, etc.

  • Experience with Windows 10, Windows Server 2016+

Characteristics
  • Customer service minded

  • Excellent troubleshooting and problem-solving skills

  • Ability to communicate instructions in a clear and concise manner

  • Comfortable multitasking

  • Able to work independently as well as part of a team

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