Information Technology Support Specialist

CaseGuard is an all-in-one video redaction solution that offers affordable, easy-to-use, and secure technology for media redaction needs. The software helps a variety of organizations, including law enforcement agencies, federal agencies, hospitals, schools, shopping centers, airports, and private companies, manage all of their media redaction needs in one place. With the ability to redact and enhance any video, audio, image, or document, CaseGuard is the go-to solution for all media redaction needs.

Role Description

This is a full-time, on-site role for an Information Technology Support Specialist located in Arlington, VA. The IT Support Specialist will be responsible for technical support, troubleshooting, and help desk support related to desktop computers and other information technology needs. They will work directly with other teams and end-users to resolve technical issues and provide solutions.

Responsibilities

• Communicate with customers via phone, email, and chat.
• Provide knowledgeable answers to questions about the product, the plans, pricing, troubleshooting, and availability.
• Perform software training for new and existing clients.
• Writing troubleshooting articles on common issues and ability to record videos to walk users through fixing the issue.
• Create tickets and report bugs for the dev team to fix.
• QA the software.
• Work with the different teams to meet customers' needs.
• Data entry in various platforms.
• Manage our existing clients and keep them updated with the most recent product functions, tools, and help materials.
• Traveling and representing CaseGuard at conferences across various industries, including law enforcement and government agencies and provide on-site training to clients.

Qualifications

• A bachelor's degree or associate's degree in Information Technology, Computer Science, or a related field is required.
• 1 - 3 years of relevant work experience.
• Strong technical support skills, including troubleshooting desktop computers and other information technology needs
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
• Knowledge of Windows operating system and software applications
• Experience with video editing and digital media is a plus

Benefits

• Full-time, permanent position.
• Competitive Salary.
• Medical, Dental, and Vision Insurance.
• Vacation & Sick leave.
• Ten paid holidays per year.
• Relaxed work environment.
• Learning environment.

About CaseGuard

CaseGuard is a software company that helps law enforcement agencies, federal agencies, hospitals, schools, airports, and others manage all their media redaction needs in one easy-to-use redaction software. CaseGuard Studio is one of its kind. Our team is driven by a passion for great software design, the creation of great products, and the creative process, CaseGuard implements innovative ideas across multiple services and agencies.

We at CaseGuard invest in people. We nurture skills that are consistent with both our values and our future strategy. Our passionate pursuit of excellence, the application of our creativity to solve our clients’ challenges, our technical expertise, and our collaborative spirit are measures of our success.