Support Specialist

2 weeks ago


Toulouges, Occitanie, United States Tyler Technologies Full time
Job Title:

Support Specialist - Software Expert

About the Role:

We are seeking a skilled Support Specialist to join our Digital Solutions Division's Support team. This role serves as the single point of contact for all support-related needs, ensuring the best possible level of service quality and availability in accordance with ITIL definitions.

Key Responsibilities:
  • Provide first and single point of contact for DSD corporate application and Infrastructure related issues.
  • Respond to incoming Requests and Incidents via phone, email, and the DSD ticketing system; gather all pertinent information, gain an understanding of impact, and perform troubleshooting in an effort to resolve at the Support level first.
  • Serve as the Incident and Request Manager of assigned tickets, updating, categorizing, prioritizing, and closing Incident and Service Request tickets while keeping users informed of progress throughout the lifecycle of the ticket.
Requirements:
  • Previous experience in a Service Desk / IT Helpdesk environment.
  • Must be a highly motivated self-starter who proactively works to resolve issues.
  • Must be detail-oriented.
  • Working knowledge of fundamental business technologies (e.g. Microsoft Office, Active Directory, Exchange, Networking, Desktop Support for Windows and MAC Operating Systems).
  • Excellent customer service and interpersonal skills.
  • Excellent written and verbal communication skills.
  • Ability to consistently follow standard processes.
  • Strong team player in a fast-paced, dynamic, deadline-driven environment.
Preferred Skills:
  • Experience with Zendesk and/or JIRA/Jira Service Management or similar ticketing system.
  • Remote Desktop support (LogMeIn Rescue, TeamViewer, Bomgar).
  • Desktop and mobile device support experience.
  • Technical Services Industry experience.
Location and Benefits:

This full-time opportunity is located in Overland Park, Kansas, offering competitive benefits to support your health and financial wellness. Tyler Technologies is proud to be an affirmative action/equal opportunity employer, committed to creating a diverse and inclusive workplace.


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