Technical Support Specialist

2 weeks ago

Phoenix, Arizona, United States Arizona Department of Economic Security Full time
About the Role

We are seeking a highly skilled Technical Support Analyst to join our Platform Support team. As a key member of our team, you will provide technical and product support for our application suite, working closely with Immunization Systems Management teams of our member States.

Responsibilities
  • Handle inbound service requests from clients and escalated issues from our Service Desk, further escalating to the Application Development team as needed, and provide client updates for ongoing issues.
  • Diagnose and troubleshoot issues, determining root cause of problems, and resolve issues by reviewing system and application information, recreating the user error and testing changes.
  • Collaborate with the Application Development as well as the Operations teams to install and/or test solutions and enhancements, and validate application patches, releases and updates for bugs and defects.
  • Facilitate a positive customer experience during communications and collaborative efforts by providing guidance and solutions (including identifying problems, researching answers and corrective steps), and facilitating ongoing training with clients.
  • Improve client references by writing and maintaining documentation (i.e. guides, procedures and work instructions), maintaining and updating their asset management information, and summarizing resolution of issues.
  • Demonstrate willingness and ability to quickly learn STC's application suite of products, mentor/coach Service Desk team members, and provide training on products, processes or procedures, when necessary.
Requirements
  • Associate's Degree in IT, Computer Science, Information Systems or equivalent work experience.
  • 1-2 years of experience in a Customer Service or Help Desk environment.
  • Familiarity with SQL queries and scripting.
  • 1-2 years of application, software, or web support experience.
  • Experience with ticket or project tracking software experience (Jira, ServiceNow, etc.).
About Us

We are a highly engaged group of people, motivated and inspired by each other, and passionate about the collective work we do in creating intelligent solutions for healthier communities all over the world.

We have an open-office layout with lots of room for the collaboration and inspiration that feeds all the great ideas that start here.

We offer outstanding benefits, including a 100% company-paid medical plan, 401(k) matching, paid new parent leave, flexibility to work remotely, casual dress, dog days, a focus on well-being, unlimited volunteer hours, and an amazing amount of paid time off.

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