Job Summary The Technical Support Analyst I is part of a high‑paced customer‑facing team which supports Geographic Solutions’ Virtual OneStop® application. The position requires strong troubleshooting, analytical skills, and can work under high pressure as part of a team or alone. Under supervision, carries out the procedures to ensure timely and accurate resolution for clients. Responsible for providing the primary interface with our clients and assisting them with defining problems they might experience in the company’s web‑based applications. Once a problem is identified, ensure the problem description is properly documented in the company’s ticketing system and assigned to the correct team for resolution. Travel Requirements Viable candidates must be willing to travel onsite at GSI’s headquarters in Palm Harbor, Florida for New Hire Orientation and as needed. Duties and Responsibilities Monitor real‑time error logging for production‑level systems. Process Online Project Communication (OPC) tickets. Answer inbound calls from customers. Troubleshoot issues with the company’s web‑based application. Provide excellent customer service, including excellent communications and responsive follow‑through. Prioritize issues of varying severity and manage the resolution of all issues within the accepted service levels. Collaborate with peers to resolve client issues. Analyze technical trends and provide feedback to the Team Lead. Adhere to company policies and procedures. Conduct actions that reflect a professional attitude. Willing to do shift work as required. Other duties and special projects as assigned. Work Experience / Knowledge Proficient in the functionality of assigned projects and PC skills. Ability to use analytical skills to research and document issues. Ability to seek appropriate resources or mentors on projects. Ability to re‑create client issues and document test paths. Excellent written and verbal communication skills, used with team members and clients in the form of phone calls, formal training, and mentoring. Work with DBAs, Developers, SCM, SQA, and System Administration for issue documentation and resolution. Qualifications / Certifications Associate degree. 1 to 2 years or more of experience in a client‑facing call center, help desk, or technical support environment, or equivalent consulting experience, or an equivalent combination of education and experience. Additional Requirements Testing methodologies and theory. Microsoft SQL Server understanding. Windows Operating Systems understanding. PC hardware configuration understanding. Microsoft Office proficiency. Reliable transportation. Physical requirements of the job may include but are not limited to: Ability to lift 50lbs, sit or stand for long periods of time. Equal Opportunity Employer. M/F/D/V #J-18808-Ljbffr