Provide front-line technical support for proprietary government software via phone, email, and remote access. Troubleshoot and resolve application issues, escalate when needed, document incidents, deploy software and updates, deliver client training, and collaborate with developers, team members, and management.
JOB TITLE: Software Support Analyst Tier II
DEPARTMENT: Public Sector
REPORTS TO: Team Lead
JOB LOCATION: Remote (U.S. based)
TRAVEL: 5-10% travel required
SUMMARY OF POSITION:
The valued candidate will be responsible for providing front-line technical support to clients for our proprietary software applications used in government system implementations. The candidate must possess strong technical, troubleshooting and customer service skills. The candidate will work in a small team of other Support Analysts and will report to the team lead.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients.
- Build and maintain effective relationships with team members, management, in-house software developers and clients.
- Identify, troubleshoot and resolve application issues.
- Communicate and escalate issues that cannot be resolved to the appropriate team member(s).
- Document all reported issues and task details; analyze gathered data.
- Deploy and provide training on software applications to new clients and new versions to current clients.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- High school diploma or equivalent
- Two (2) years related experience
- Must have a proficient understanding of computer and technical concepts
- Must have strong troubleshooting skills
- Must have strong verbal and written communication skills
- Ability to prioritize workload and manage multiple responsibilities effectively
PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- Associate’s degree or higher from a college or university is preferred
Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York
Qualifications Education Required High School or better. Experience Required 2 years of software support experience Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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