Support Specialist I - Technical (CAD) at Versaterm

The Company Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes. Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you. The Role The Support Specialist I – Technical provides Tier 1 technical support as the first point of contact for customers experiencing software issues. They focus on resolving common, easily identifiable technical problems quickly while maintaining Tier 0 self-service resources and escalate more complex issues to Tier 2 support specialists. What You'll Do • Serve as first point of contact for technical support, handling common user error related issues • Perform password resets and assist with simple software installation issues • Troubleshoot basic network connectivity problems and printer issues • Conduct initial triage of more complex network connectivity and server problems for escalation • Document all customer interactions and resolutions in the ticketing system • Identify patterns in common issues to improve Tier 0 self-service resources • Escalate issues requiring moderate to intermediate skilled support to Tier 2 specialists • Contribute to FAQ documentation and knowledge base articles for common issues • Identify gaps in self-service resources based on repetitive Tier 1 inquiries • Test and validate online tutorials and self-help tools • Participate in on-call rotation for after-hours support • Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities What You'll Bring • Diploma or degree in Information Technology, Computer Systems, Network Administration, or a related field (or equivalent industry experience and training). • 0–2 years of experience in technical support, help desk, or related IT role. • CompTIA A+ or similar entry-level certification is an asset. • Basic understanding of software installation, network connectivity, and troubleshooting. • Familiarity with common operating systems, ticketing systems, and password management tools. • Strong customer service and communication skills, with the ability to handle first-contact situations professionally. • Experience documenting support interactions and contributing to knowledge base resources. • Ability to manage a high volume of Tier 1 support requests while quickly identifying and routing more complex issues. Note: This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements. Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers. Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact [Upgrade to PRO to see contact].