Support Technician

Job Locations US-AL-Huntsville
Req# ID
Hexagon Safety & Infrastructure US
# of Openings
Customer Support/Technical
Travel %


Hexagon Safety & Infrastructure provides mission-critical and business-critical solutions to governments and service providers. A global leader, proven innovator, and trusted partner, our software and industry expertise help improve the lives of millions of people through safer communities, better public services, and more reliable infrastructure. Visit hexagonsafetyinfrastructure.com.


Hexagon Safety & Infrastructure is part of Hexagon, a leading global provider of information technologies that drive quality and productivity improvements across geospatial and industrial enterprise applications.


Hexagon’s solutions integrate sensors, software, domain knowledge and customer workflows into intelligent information ecosystems that deliver actionable information, automate business processes and improve productivity. They are used in a broad range of vital industries.


Hexagon (Nasdaq Stockholm: HEXA B) has more than 18,000 employees in 50 countries and net sales of approximately 3.1bn USD. Learn more at hexagon.com.


This position is to support the Hexagon IT Solutions Center Help Desk.  The immediate request is for an analyst to provide technical support for long term healthcare accounts comprised of nationwide skilled nursing and assisted living type facilities. 

The candidate(s) will support all day-to-day Help Desk related activities for the client. The candidate(s) will interface directly with the client in resolving support issues, or route the issue to the next appropriate level of support. 


This position will require the candidate to provide technical support to include, but not limited to, the following areas:


  • Account Creations
  • Enterprise Data Warehouse
  • Extensive Active Directory experience
  • Group Locker
  • Network Drive and file Transfers
  • Experience in triaging tickets to a team
  • Experience in Exchange
    • (Both 2010 and Office 365)
    • Moving Mailboxes
  • Application Support & Account Creations for the below applications
    • Point Click Care
    • Optima
    • TSI/QMS
    • HCHB
    • Abaqis
    • DSSI
    • CPR+
    • CPSI
    • Raintree 10
    • Revsprings

Candidate(s) shall stay informed of all changes to the operating systems or software programs that affect clients.  Candidate(s) will be required to provide technical support for 30 to 40 tickets per day.  In addition, the candidate(s) must maintain records of correspondence received and responded to.  Previous technical experience in an enterprise level environment is highly desired.


  • Associate’s Degree in a Technical or Computer Discipline or related field
  • Excellent communication skills, both written and verbal
  • Above average ability to interpret, analyze, troubleshoot and resolve technical problems
  • Must be decisive, conscientious and interact well in a team environment
  • Must have a strong desire to learn and ability to follow policies and procedures
  • Must be productive with a minimal amount of supervision
  • Must have experience with supporting executive level clients
  • Must have a strong working knowledge of and experience with computer hardware, software and peripheral devices in a diverse environment
  • Consistent attendance and punctuality is critical
  • 24/7 coverage is required, must be willing to work afterhours and Holidays



  • 1-2 years' experience with computer hardware or nextwork support 
  • Customer service experience
  • Experience with Windows 10 operating systems
  • Knowledge of healthcare and/or the Public Safety environment is a plus for the current position
  • CompTIA Security+, MCITP (Enterprise Desktop Support Technician), A+, HDI Desktop Support Technician


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