{"id":949375,"url":"https://alion.io/job/harris-computer-support-analyst-2","title":"Support Analyst","company":{"id":2223,"name":"Harris Computer","domain":"harriscomputer.com","url":"https://alion.io/company/harris-computer","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":33,"ghost_share":0,"stale_share":0.97,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-02T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":50000,"max":55000,"currency":"USD","period":"year","gross":null,"usd_annual":55000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Gemini","optional":false},{"name":"Jira","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-08-20T00:00:00Z","employer_posted_date":"2026-08-20","last_verified_at":"2026-10-02T13:36:46Z","board_verified":true,"closed_at":null,"days_open":44,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":44},"description":"SUPPORT ANALYST\nFully Remote | Full-Time | Customer Support | Reports to Manager, Support Services |\nAbout the Role\nHarris Computer is looking for a driven, tech-savvy Support Analyst to join our growing team. In this role, you'll be the front line of support for our customers - diagnosing technical issues, providing solutions, and ensuring a seamless experience with our software products. You'll report to the Manager, Support Services, and work in a fully remote, fast-paced environment where problem-solving, clear communication, and modern tools, including AI, are part of daily work. If you thrive on solving problems and are passionate about customer success, we want to hear from you.\nWhy Join Us\nWork fully remote, with a supportive team and manager invested in your growth\nBuild deep expertise in mission-critical software used by customers who depend on it every day\nGrow your technical and customer-facing skills, with a clear path to take on more complex, high-impact issues\nCore Responsibilities\nOwn assigned customer tickets from intake through resolution, including timely responses, clear status updates, and accurate documentation\nDiagnose and resolve functional, configuration, data, and software issues by asking effective questions, reproducing problems, and identifying root causes\nEscalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and actions already attempted\nCommunicate technical information clearly and manage customer expectations throughout the resolution process\nLearn, implement, and deliver training on our software applications to both customers and internal stakeholders\nCreate and maintain knowledge-base content, including solutions, procedures, and best practices that improve customer self-service\nIdentify recurring issues and product or process gaps, and share trends with the appropriate teams\nIdentify and communicate additional revenue or upsell opportunities to the appropriate internal teams\nCollaborate with Support colleagues and cross-functional partners, sharing knowledge and contributing to testing when needed\nAI Tools & Proficiency\nAs part of our commitment to innovation, we expect Support Analysts to use AI tools as a core part of their daily workflow, always validating outputs and following company data and privacy requirements.\nRequired:\nDemonstrated experience using AI-powered productivity tools (e.g., Microsoft Copilot, ChatGPT, Google Gemini, Claude) to draft communications, summarize issues, or research solutions\nAbility to use AI tools to triage, document, and resolve customer support tickets more efficiently\nComfort working alongside AI-assisted support platforms, including chatbots and automated ticketing suggestions\nPreferred:\nBasic understanding of prompt engineering - crafting clear, effective prompts to get high-quality outputs from AI tools\nExperience contributing to or maintaining an AI-assisted knowledge base\nFamiliarity with AI integrations within CRM or helpdesk platforms (e.g., Salesforce Einstein, Zendesk AI)\nWhat we are looking for:\n2+ years of experience in technical support, software support, or customer service\nBS/BA degree in a related business or technical field, or equivalent industry experience\nStrong troubleshooting and analytical skills, with the discipline to investigate beyond the immediate symptom\nExcellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users\nCustomer-focused, professional, and patient approach, with the ability to build trust and remain composed under pressure\nStrong organization and time-management skills, with the ability to manage multiple priorities independently in a remote environment\nTeam player who is willing to share knowledge, seek help, and support team goals\nWhat would make you stand out:\nExperience with local government, municipal finance, taxation, or related public-sector workflows\nExperience with ticketing and work-management platforms such as TeamSupport or Jira\nWorking knowledge of SQL, databases, APIs, or reporting tools\nExperience creating knowledge-base articles, technical documentation, or customer training content\nSalary range: $50,000 - $55,000 USD per year.\nAAP/EEO Statement\nHarris Computer is an EEO/AA/Disability/Vets Employer.\nOther Duties:\nPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.","description_format":"text","description_chars":4596,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Billing & Subscription Management","Digital Government","EHR & Clinical Software"],"lifecycle":[{"event":"open","at":"2026-09-15T23:13:46Z"}],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.169,"p_room":0.36,"age_days":43,"expected_fill_days":22,"reasons":["conf:6","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-02T05:45:00Z"},"pay":{"stated_usd_annual":55000,"is_top_pay":false},"html_url":"https://alion.io/job/harris-computer-support-analyst-2","json_url":"https://alion.io/job/harris-computer-support-analyst-2.json","meta":{"generated_at":"2026-10-03T00:57:01Z","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":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-04T00:00:00Z"}}}