**Are you the one we’re looking for?** Diverse Computing, Inc. is looking for a highly driven Technical Support Representative to join our technical support team. This is a full-time, salaried, nonexempt position that can be performed remotely or in office. The ideal candidate will be as proud as we are to have the privilege of delivering unmatched customer support and user-friendly software for those who protect and serve the public. Our clients and fellow employees are fully engaged in being an integral part of solution-oriented development and improvement of public safety software that agencies throughout the United States rely on. Our unwavering customer service and technical support is one of the main reasons for our continued business success. The focus of this position is to work closely with our clients to fully understand and support their business processes and technical needs as it pertains to our products. In addition to supporting our software solutions, the successful candidate will have the ability to assist clients with enterprise level networking equipment and support. We are seeking someone with a passion for helping. Someone with an interest in continuously learning about our clients, products, networking, and security. **Get to know us a little.** At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. Imagine working for a company where you get to take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren’t just catch phrases… they are part of our everyday reality, and, yes, we’re proud of it!

• Performs a variety of clerical and administrative duties pertinent to Help Desk • Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity • Document all issues and generate incident tickets, detailing common issues or error trends. • Provides personal computer support, problem analysis, and hardware/software installation and configuration • Work with end users, resolving their software and hardware issues in an efficient manner. • Interacts daily with customers to ensure productivity; provides individual feedback • Responsible for scheduling and coordinating all training activities • Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets. • Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar • Maintain up to date knowledge of all company products, service procedures, and offerings to properly assist users. • Monitors team productivity and quality; provides individual feedback • Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox • Maintains and verifies daily statistics; generates daily statistical reports • Maintains an audit trail and statistical records of all problems and conditions reported by the client • Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity. • Document all issues and generate incident tickets, detailing common issues or error trends. • Work with end users, resolving their software and hardware issues in an efficient manner. • Interacts daily with customers to ensure productivity; provides individual feedback. • Responsible for scheduling and coordinating all training activities. • Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets. • Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

• Provide expert-level technical support to customers via phone and ticketing system. • Troubleshoot and resolve complex issues related to our software and hardware, including installation, configuration, and usage. • Assist customers in understanding application functionality, features, and best practices. • Ensure customers' inquiries and issues are addressed promptly and effectively. • Communicate effectively with large research and clinical trial customer base/teams. • Follow GCP (Good Clinical Practice) and PHI policies throughout client communications and work activities. • Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary. • Work closely with Tier III or development teams for advanced issue resolution. • Discover, identify, and escalate trending issues. • Achieve a high level of product domain and technical knowledge and act as a product SME. • Create and maintain comprehensive documentation for common technical issues and solutions. • Routinely share knowledge with team members to enhance overall support capabilities. • Maintain detailed records of customer interactions, support activities, and resolutions. • Train and mentor a team of Tier I Customer Technical Support Specialists. • Foster a collaborative and learning-oriented team environment.