Hybrid Associate Technical Solutions Analyst

CTM; Millersville (MD); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Hybrid work schedule

Quarterly bonuses

Merit increases

Paid time off

Work-from-anywhere weeks

Holidays & floating holiday

VTO

401k match

Medical/dental/vision coverage

Parental leave

Life insurance

Job summary

CTM, a Maryland-based software company, is seeking an Associate Technical Solutions Analyst to support customers via phone, chat, and email. You will triage issues, explain CTM product setup, and hand off complex cases with clear engineering context.

You will manage Zendesk tickets, stay current with new CTM features, and work in a hybrid environment blending remote and on-site collaboration. A IT-focused associate degree or equivalent is expected.

Qualifications

• Associate degree or equivalent hands-on IT experience.
• Foundational system administration concepts and user permissions.
• Basic networking knowledge (DNS, IPs, ports, firewalls).

Responsibilities

• Support inbound customer calls, chats, and emails.
• Triage issues and identify misconfigurations or permission issues.
• Answer questions about CTM product usage and configuration.
• Escalate complex issues with clear technical context.
• Follow escalation procedures and engage engineering when needed.
• Manage tickets in Zendesk and keep customers informed.
• Meet volume targets while maintaining high-quality troubleshooting.

Skills

Zendesk

Troubleshooting

Customer support

Networking basics

Written communication

Ticketing system

Independent work

Education

Associate's Degree in IT / Systems Administration

Tools

CRM software

VoIP basics

SaaS products

Job description

CTM, a Maryland-based software company, is seeking an Associate Technical Solutions Analyst to support customers via phone, chat, and email. You will triage issues, explain CTM product setup, and hand off complex cases with clear engineering context.

You will manage Zendesk tickets, stay current with new CTM features, and work in a hybrid environment blending remote and on-site collaboration. A IT-focused associate degree or equivalent is expected.