Help Desk Analyst
Costa Rica (Remote)
G&A – IT Support /
Full Time /
Remote
The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
The Help Desk Analyst is responsible for providing technical assistance and support to end-users experiencing hardware, software, or network-related issues. This position requires strong customer service skills, technical proficiency, and the ability to troubleshoot and resolve problems efficiently.
What your impact will look like here:
- Submit fully documented customer issues into a ticket management system
- Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
- Dispatch an incident to the appropriate tier 2 support group when first call resolution is not possible
- Understand and assist with all internal and external escalations
- Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery
- Troubleshoot and resolve software, hardware, and audio-visual issues for corporate environment
- Provisioning user accounts across multiple systems including, but not limited to: Office 365, Active Directory, VOIP, Slack, etc.
- Develop and maintain knowledge base
- Other duties as assigned by the IT Manager
You will love this job if you have:
- You possess problem solving and communications skills
- You have an understanding of Windows and/or Mac Operating Systems
- You demonstrate excellent communication skills – both written and verbal
- You possess the ability to perform both onsite and remote support for end users
- You are self-motivated with a desire to expand your knowledge base
- You are a fast learner and highly adaptable, able to work in stressful situations under deadlines
- You demonstrate a clear sense of integrity, work ethic and a sincere interest in building strong relationships based upon competency and trust.
- You are self-motivated, proactive attitude.
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above, but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
Security Requirements:
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
The Team
- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
a part of our journey.
- A few culture highlights include – Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee
population
The Impact
- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.
