{"id":951002,"url":"https://alion.io/job/agilysys-technical-support","title":"Technical Support","company":{"id":179328,"name":"Agilysys","domain":"agilysys.com","url":"https://alion.io/company/agilysys","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Las Vegas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":82000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":150},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-03-30T10:42:50Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-09-25T19:28:30Z","board_verified":true,"closed_at":null,"days_open":179,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":178},"description":"Agilysys delivers state-of-the-art software and services built exclusively for hospitality, helping organizations go beyond traditional property management (PMS), point-of-sale (POS), and food and beverage inventory and procurement systems. Its best-in-class solutions operate independently or as a unified ecosystem that connects data and workflows across an operation, property or enterprise. Powered by intelligent guest profiles, data-driven capabilities, and embedded artificial intelligence (AI), Agilysys is architected on a unified data model with a single set of APIs that create shared operational memory across all systems, enabling guest-specific insights to be acted on in real time at any touchpoint. Agilysys delivers advantage through pace and integration, transforming hospitality technology from a system of record into a system of action that accelerates innovation and the rapid delivery of new capabilities. Agilysys serves a 100% hospitality customer base, including hotels and resorts, casinos, cruise lines, corporate and campus dining, healthcare, senior living, and entertainment venues worldwide. www.agilysys.com \nPosition Summary\nSupport Intake Technicians have a crucial role and responsibility to serve as a customer service fanatic. As a Support Intake Technician, you are the first point of contact when our customers need us the most! Your impact on customer success is demonstrated by each customer interaction, from servicing phone and email support to partnering with support engineers to resolve escalated customer issues for our customers from coast to coast. The Support Intake Technician is also responsible for ensuring the Global Support Management department achieves key metrics, including a strong emphasis on customer satisfaction and daily performance goals.\nWhy This Role Matters \nYou play a critical role in shaping the customer experience and strengthening trust in the Agilysys brand. You are often the first-person customers connect with when they need urgent technical support, making your ability to listen, troubleshoot, and respond with empathy essential to their success. Every interaction is an opportunity to provide reassurance, resolve issues efficiently, and create a positive customer experience.\nThis role goes beyond answering calls and documenting tickets - it serves as the foundation of the support organization. Your work directly impacts customer satisfaction, operational efficiency, and the speed at which issues are resolved across teams nationwide. By partnering closely with support engineers and collaborating across departments, you help ensure customers receive timely, accurate, and effective solutions.\nFor individuals passionate about technology and problem-solving, this role offers an exceptional opportunity to build hands-on technical expertise in a fast-paced, customer-focused environment. You will develop valuable experience troubleshooting hardware, software, POS, and hospitality systems while gaining exposure to enterprise support processes, escalation management, and cross-functional collaboration. Whether you are beginning your IT career or looking to grow your technical support skills, this position provides a strong foundation for long-term professional development and advancement.\nKey Responsibilities \nDiagnose and troubleshoot a broad array of network, and other technical issues that would require a basic understanding of hardware and software\nComplete primary intake and initial triage of incoming calls\nProvide excellent customer service through empathy, friendly demeanor, and following established quality assurance process\nInput quality data in ticketing system, Salesforce\nResearch hardware and software problems defined by customers and provide diagnosis and resolution\nPerform basic walkthrough of configuration with the customer\nUnderstand escalation process and perform escalation process in a timely manner\nActively participate in team meetings to provide feedback and ways to improve efficiencies\nCoordinate with hardware vendors on diagnosis and resolution of hardware problems\nAccurately document worked issues and detailed steps for resolution when necessary\nKeep abreast of software releases, new feature and functionality, and updated installation procedures\nOther duties as assigned\nQualifications\nMinimum HS diploma required\nAA degree in technology preferred or equivalent work experience \nMinimum one year of experience in a customer facing position and/or in the hospitality industry\nMinimum one year of experience troubleshooting and servicing basic hardware and software inquires\nA familiarity in helpdesk ticketing and helpdesk processes\nEither hands-on user experience and/or related experience in POS (Point-of-Sale), PMS (Property Management) software\nFamiliarity with troubleshooting software environments utilizing SQL is a plus\nFamiliarity troubleshooting Windows Server\nExperience using Salesforce is preferred\nRequired Skills & Competencies\nThe desire to learn, investigate, hunt, and strive for continuous improvement every day!\nExcelled in customer service aptitude; answering phones, emails and interacting with clients throughout an active, high-volume day\nTechnical aptitude and general experience troubleshooting hardware and software\nIndustry-specific certification(s) such as A+, Network+, MTA, or HDI Desktop Support Technician\nA natural desire to assist others and problem-solve\nThe ability to make sound decisions quickly in a fast-paced environment\nThe ambition and hunger to consistently exceed customer expectations\nA strong ability to communicate, both written and spoken, with technical and non-technical individuals\nA strong intellectual curiosity\nThe ability to gather and interpret relevant data and information to investigate and accurately triage issues\nThe skills and training to use inductive reasoning, think analytically, and to confidently make decisions under time and client pressures\nA strong work ethic, a strong sense of accountability, and the ability to be highly collaborative\nExceptional organizational skills and self-motivation\nAn innate ability to prioritize and effectively juggle multiple projects with high business priority\nPersonal Attributes\nPositive, team-oriented attitude with a strong work ethic\nHigh level of accountability and ownership \nWillingness to go above and beyond to meet client expectations\nResilient and able to perform repetitive tasks \nDetail-oriented with strong organizational skills\nEager to learn new technologies and processes\nProfessional, customer-facing demeanor\n-----------------------------------------------------------------------------------------------------------------------------------------------------------\nMust be willing to complete all license applications, background checks, security checks and/or any other documentation and provide copies of any identification documents required by any State, Federal or Tribal governmental agency in order to maintain compliance with their laws and to successfully perform in the role.\n------------------------------------------------------------------------------------------------------------------------------------------------------------\nThe information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes.\nAgilysys is an equal opportunity employer. In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regards to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability, or veteran status.\nPrivacy Policy | Agilysys\nEEO/AAP Employer\nM/F/V/D","description_format":"text","description_chars":8043,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel Technology"],"lifecycle":[{"event":"open","at":"2026-09-16T00:55:34Z"}],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.183,"p_room":0.28,"age_days":178,"expected_fill_days":30,"reasons":["conf:1","win:tail","crowd:junior"],"computed_at":"2026-09-25T05:45:01Z"},"pay":null,"html_url":"https://alion.io/job/agilysys-technical-support","json_url":"https://alion.io/job/agilysys-technical-support.json","meta":{"generated_at":"2026-09-26T03:25:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3647,"day_limit":5000,"remaining_today":1353,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}