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Software Support Specialist Ii

4 months ago

Spring, United States Arrow Child and Family Ministries Full time

Overview:
Benefits Include:

- Medical, dental, vision, and supplemental insurance options, including HSA match for qualifying contributions.
- Parental Paid Leave
- Retirement savings plan with company match.
- Paid time off and holiday pay.
- Mileage reimbursement.
- Tuition reimbursement available.
- Company sponsored learning and development

Min: USD $55,000.00/Yr. Max: USD $65,000.00/Yr. Responsibilities:
**Other duties may be assigned as necessary.**
- Maintain daily performance of service delivery software systems such as: Netsmart’s myEvolv, PowerSchool/Schoology, Brightree, HubSpot, and additional 3rd party web portal user access and support.
- Monitor Arrow DA support desk for issue trends and ensure customer support needs are met.
- Use Arrow’s helpdesk ticket system to maintain record of communication transactions, problems, and remedial action taken.
- Able to follow a defined problem resolution process, by entering an issue, assign values and work tickets in a queue toward resolution while documenting resolution within helpdesk system.
- Follow up with customers and Tier 1 Support to ensure issue has been resolved.
- Recommend changes or updates in programming, documentation, and training to address system deficiencies and user needs.
- Perform system build, implementation, upgrades, training, and support activities for full life cycle of system development, and for expansion of existing practices.
- Track progress and needs with agile approach, utilizing project management software.
- Build and maintain ad-hoc reporting to meet organization data needs.
- Responsible for documentation updates and special projects such as on-line training, webinars, and reference materials.
- Assist in the preparation for, and installation of, software version updates.
- Lead the review and testing of each new release and communicating needed changes to end users.
- Provide support and assistance to other departments as needed and directed by supervisor.
- Perform all duties within contract, state and federal regulations, company policy, and regulatory agency standards.
- May be required to drive vehicles, be insurable with our auto insurance provider, and complete company vehicle training.

Qualifications: