Technical Support Analyst

Technical Support Analyst role supports customers through technical troubleshooting, documentation, and escalations across multiple platforms.

Responsibilities

• Diagnose and resolve software and hardware issues across Windows, macOS, ChromeOS, iOS, and Android
• Acknowledge, track, and document customer issues in Salesforce from first contact through permanent resolution
• Support application installation and configuration, including user access provisioning, updates, and profile troubleshooting
• Help customers integrate SSO and API-capable systems, including PSAP/E911 and related integrations
• Collaborate with systems administrators to deploy client applications using MDM or desktop management tools such as Intune, Jamf, or Google Workspace
• Identify, isolate, and escalate complex hardware, software, or security issues to Tier 2 (Command Center) or Tier 3 teams
• Assist with new equipment orders and RMA equipment orders
• Schedule Field Services appointments and coordinate site access with customers
• Meet Case and Call SLA targets consistently
• Work with a Supervisor to improve internal or customer-facing support articles to maintain a quality customer experience

Requirements

• 3+ years experience in technical support, technical helpdesk, or application support within a SaaS environment
• Operational troubleshooting familiarity with Windows, macOS, ChromeOS, iOS, and Android
• Bachelor’s degree in Information Technology (or related field) OR equivalent hands-on technical work experience
• Critical thinking skills to investigate, reproduce, and resolve issues using troubleshooting SOPs
• Strong verbal and written communication skills, including the ability to convert complex technical topics into clear, actionable steps for non-technical users
• Familiarity with MDM platforms (example: Microsoft Intune, Jamf) is a plus
• Knowledge of basic networking concepts such as VPNs, firewalls, Wi-Fi connectivity, and cell network data routing
• Relevant certifications such as CompTIA A+, Google IT Support Professional, or Apple Certified Support Professional (ACSP) are a plus
• Experience with Microsoft 365 Suite and/or Google Workspace
• Ability to multi-task, prioritize, and manage time effectively

Technologies

• Windows, macOS, ChromeOS, iOS, Android
• Salesforce, SSO, PSAP/E911, API
• Mobile Device Management (MDM), Intune, Jamf, Google Workspace
• Microsoft 365 Suite
• VPNs, firewalls, Wi-Fi
• CompTIA A+, Google IT Support Professional, Apple Certified Support Professional (ACSP)

Benefits

• Hybrid work environment; Tuesday through Thursday in office
• Participation in company-wide discretionary bonus
• Uncapped commission potential (SALES ONLY)
• 15 days PTO plus 12 company holidays
• 3 days paid Sick Leave and 1 floating holiday
• Monthly device(s) reimbursement
• Up to $2,500/year reimbursement for eligible education expenses
• Healthcare plans (medical, dental, vision)
• 401(k) Plan with 4% employer contribution
• Employee Referral Bonus
• Charitable Program Match

Recruitment Process & Fraud Prevention

• Job opportunities may be posted on CENTEGIX careers pages and trusted job boards such as Indeed and LinkedIn
• All applications are processed through the official applicant tracking system
• If contacted about a CENTEGIX opportunity, verify the communication comes from an email address ending in @centegix.com
• Recruiters may connect via LinkedIn; review recruiter profiles and confirm they list as current CENTEGIX employees
• Interviews are conducted by CENTEGIX employees
• CENTEGIX will never request payment, gift cards, cryptocurrency, banking information, or financial account details during recruiting
• Official offer letters are extended only after a completed interview process

Equal Employment Opportunity

• CENTEGIX is an equal opportunity employer and prohibits discrimination and harassment
• Employment decisions are based on business needs, job requirements, and individual qualifications without regard to protected characteristics under applicable law

Location: Atlanta, GA (hybrid)