Technical Support Specialist

2 weeks ago

Lubbock, Texas, United States Tyler Technologies Full time
Job Summary

The Technical Services Support Specialist is responsible for providing timely and courteous support to customers in diagnosing and resolving technical issues related to Tyler applications.

Key Responsibilities
  • Evaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner.
  • Provide support in various systems management environments related to ERP and Municipal Justice application software and legacy applications.
  • Provide first-tier support for technical issues and respond to client requests for service by priority according to published policies.
  • Build rapport with clients to turn what may be a negative situation into a positive customer service experience.
  • Manage and prioritize multiple and often conflicting tasks.
  • Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from management to clerical.
  • Focus on providing accurate answers in a pleasant manner.
  • Adapt to changing product and environments.
  • Demonstrate full product knowledge and eliminate knowledge gaps in legacy, current, and future products and services.
  • Provide seamless integration to department and company resources to reinforce single point of contact and total incident ownership.
  • Provide systems management (operating system, database administration, server, and workstation support) troubleshooting and consultation technical support to clients and fellow employees.
Primary Areas of Support
  • Remote support of client's mission-critical financial server(s)
  • Operating system administration for Windows or Web servers
  • Network & local printing
  • Point of sale hardware configuration and troubleshooting
  • Tyler program release and third-party software upgrades
  • Database administration (Microsoft SQL)
Requirements
  • Bachelor's degree in computer science, MIS, or equivalent experience
  • Experience administering Windows servers
  • Working knowledge of server hardware and network configurations, including web servers
  • Ability to troubleshoot PC configurations and connectivity issues
  • Excellent interpersonal and communication skills
  • Ability to prioritize and complete multiple tasks in a fast-paced, technical environment
  • Strong analytical and problem-solving skills
  • Ability to work independently and in a team environment
  • Demonstrated ability to maintain a positive, professional attitude

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