About the job
About Us
Versaterm is a leading global provider of public safety solutions, dedicated to transforming the way agencies serve their communities. Established in 1977, we have developed an ecosystem of intuitive tools tailored for public safety agencies, forensic laboratories, court systems, educational institutions, and various organizations. Our strategic focus on purposeful integrations and selective growth aims to streamline workflows, enabling our customers to enhance operational efficiency, elevate service delivery, and achieve equitable outcomes.
Our teams are fueled by innovation, specialized knowledge, and an unwavering commitment to our customers’ success. As we expand our ecosystem, we invite you to be a part of transformative solutions that bolster community safety and shape the future of public safety technology. If you are passionate about making a significant impact, we welcome your application.
Role Overview
The Technical Support Specialist I serves as the initial contact for customers facing software-related challenges, delivering Tier 1 technical support. This role emphasizes the rapid resolution of common technical issues while maintaining Tier 0 self-service resources and escalating more complex problems to Tier 2 specialists.
Key Responsibilities
- Act as the first point of contact for technical support, addressing user-related issues.
- Perform password resets and assist with straightforward software installation queries.
- Troubleshoot basic network connectivity and printer issues.
- Conduct preliminary assessments of more complex network and server problems for escalation.
- Document all customer interactions and resolutions within the ticketing system.
- Analyze recurring issues to enhance Tier 0 self-service resources.
- Escalate issues that require intermediate to advanced support to Tier 2 specialists.
- Contribute to the creation of FAQ documentation and knowledge base articles.
- Identify gaps in self-service resources based on frequent Tier 1 inquiries.
- Test and validate online tutorials and self-help tools.
- Participate in an on-call rotation for after-hours support.
- Perform additional related duties to support team objectives and overall organizational priorities.
Qualifications
- Diploma or degree in Information Technology, Computer Systems, Network Administration, or a related field (or equivalent industry experience).
- 0–2 years of experience in a technical support, help desk, or similar IT role.

