Tyler Technologies Overland Park , KS 66204
Posted 1 week ago
Description
Tyler Technologies
The Software Support Specialist position is a full-time opportunity. Each team member works varying shifts during the day to ensure that the Service Desk is available from 7am
11pm EST and 8AM
11PM EST on weekends (Including Holidays). The candidate must be willing to participate in a rotating 24x7-on-call schedule. In addition to technical and troubleshooting skills, this position will require performance at the highest level in the areas of customer service and communication.
Day-to-Day Activities:
Provide the first and single point of contact for Recreation Management Service, Application, and Infrastructure related issues throughout the entire lifecycle of an Incident with the primary goal of restoring normal service as quickly as possible.
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 while assigned to our team.
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.
Position-Specific Required Skills:
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
Position-Specific 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
Tyler Technologies