Support Analyst - Training Services


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Overview


Interact with Esri customers around the globe to keep them updated on our latest technology. Utilize your outstanding organizational and communication skills to manage the technical setup and support of instructor-led training events to ensure quality and reliable delivery.

Responsibilities


  • Coordinate the delivery of online classroom learning events by providing logistical, technical, and administrative support
  • Schedule cloud VMs for deployment, ensuring all students have cloud VM credentials available to them prior to the class start time
  • Schedule web conferencing sessions and provide first-line class support to instructors
  • Post course materials, including student workbooks and data, to the training site prior to the first public offering of each course
  • Assist customers with initial class setup and provide first-line support for technical problems before and during class via e-mail, IM, and telephone
  • Support cloud VM-related billing and reporting as needed
  • Gather and document issues with classroom systems; coordinate issue resolution with vendors as needed
  • Assist with the selection and recommendation of new training delivery applications and infrastructure

Requirements


  • 2 years of service desk or equivalent job experience
  • Available to work non-traditional hours including early mornings, evenings, and weekends as needed
  • Experience with an incident management system (ServiceNow, Zendesk, Cherwell, etc.)
  • Excellent organizational and time management skills
  • Excellent customer service, analytical/problem-solving, and written and verbal communication skills
  • Demonstrated ability to work with cloud service providers (Azure), web conferencing platforms, and multiple operating systems
  • Experience with Microsoft Office (Excel, Word) and remote collaboration software (administrator, presenter, and student tools)
  • Ability to learn new technologies and software applications
  • Bachelor’s in IT, computer science, or related field

Recommended Qualifications


  • Knowledge of Esri’s product line and/or training curriculum
  • Experience with cloud computing and hosted solutions
  • Technical writing skills
  • CompTia A+, Microsoft Certified Solutions Expert (MCSE), or Microsoft Certified Professional (MCP)

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.


Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.


Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.


If you need a reasonable accommodation for any part of the employment process, please email humanresources@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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