Software Support Specialist

4 days ago

Overland Park, Kansas, United States Tyler Technologies Full time
Software Support Specialist Job Description

We are seeking a highly motivated and detail-oriented Software Support Specialist to join our Digital Solutions Division's Recreation Management Support team at Tyler Technologies.

Key Responsibilities:

  • Provide first and single point of contact for Recreation Management Service, Application, and Infrastructure related issues throughout the entire lifecycle of an Incident.
  • 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.
  • Identify and provide workarounds as needed and assign to specialized Recreation Management Technical groups as necessary.
  • Serve as the Incident and Request Manager of assigned tickets.
  • Update, categorize, prioritize, and close Incident and Service Request tickets while keeping users informed of progress throughout the lifecycle of the ticket.
  • Provide communication regarding all Major Incidents and Impairments throughout the lifecycle of the Incident.
  • Work with Account Management to triage Customer Escalations.
  • Create, maintain, and update comprehensive documentation related to configurations, troubleshooting steps, and incident response procedures.
  • Collaborate closely with both direct and cross-functional team members to diagnose and resolve technical issues.
  • Thoroughly document troubleshooting and resolution within assigned tickets.
  • Perform continuous analysis, classification, and trend analysis of Incidents in order to work toward the pro-active resolution of Incidents where possible.

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).
  • Must be extremely professional and comfortable working with all levels of users.
  • Excellent customer service and interpersonal skills.
  • Excellent written and verbal communication skills.
  • Excellent problem-solving skills.
  • Ability to consistently follow standard processes.
  • Strong team player in a fast paced, dynamic, deadline-driven environment.
  • Strong analytical thinker with the ability to collect information and perform trend analysis.
  • Must possess a continuous improvement mentality.
  • Hardware Installation and Troubleshooting Experience.
  • SQL Background.

Desired Skills:

  • Experience with Zendesk and/or JIRA/Jira Service Management or similar ticketing system.
  • ITIL V3 Foundations Certified.
  • Proven experience in SQL database management, SQL Queries.
  • Remote Desktop support (LogMeIn Rescue, TeamViewer, Bomgar).
  • COMP TIA A+ Certified.
  • Desktop and mobile device support experience.
  • Technical Services Industry experience.
  • Transaction processing industry experience.

About Tyler Technologies:

We are a great place to work and grow your career. We transform the public sector and invest in our team members by offering competitive benefits to support their health and financial wellness.

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