Technical Support Analyst

Cityworks, a Trimble Company, is the world’s first GIS-centric management solution for Public Works, Utilities, and Local Government. We offer leading enterprise asset management (EAM) software for utilities and local government. Our solutions address the global challenges associated with maintaining and replacing aging utility, transportation, and public assets and infrastructure. Cityworks is a GIS-centric enterprise management tool available in conjunction with Esri’s ArcGIS Server, as well as with most other platform offerings and extensions to ArcGIS.  Our company supports the ability to create and track permits, cases, licenses, service requests, work orders, inspections, and tests while managing the tasks, resources (labor, material, and equipment) associated with maintenance activity. We are fully integrated with Esri’s leading GIS technology, Microsoft Office, and Crystal Reports.

What You Will Do:

We are currently seeking an Technical Support Analyst for our Cityworks Help desk Team. In this exciting role you will:

• Work with clients from local government who are utilizing Cityworks
• Collaborate with Business Partners who are implementing Cityworks
• Work closely with the entire customer support team and collaborate with Subject Matter Experts, Customer Success Managers, Project Managers, and Developers

How You Will Do It:

• Act as the initial point of contact for all software and hardware related concerns from Cityworks clients
• Research available resources to locate known solutions to help ensure timely resolution of customer issues, and contribute to customer satisfaction and retention
• Attend in-person meetings with clients to analyze, troubleshoot and diagnose software and hardware problems
• Participate in continuing education and training opportunities
• Perform other duties as assigned by management

What Skills & Experience You Should Bring:

• Excellent communication skills
• Ability to work independently
• Experience in Cityworks, Esri GIS, and technical customer support
• Exceptional analytical and problem-solving skills
• Effective time management and decision-making
• Knowledge of community development, public works, and utilities in municipal or utility districts (water, wastewater, stormwater, streets, and traffic), permitting, or business licensing is a plus
• Knowledge of Salesforce CRM is a plus
• Knowledge of leading database systems (Oracle or SQL Server) is a plus

Education :

• Recent graduate with a BS/BA in GIS, geography, or a related field, or a combination of education and experience.