JOB TITLE: Software Support Analyst I
DEPARTMENT: Public Sector
REPORTS TO: Director of Support
JOB LOCATION: Piney Flats, TN
TRAVEL: 0% - 15% travel required
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
- Knowledge of SQL is a plus, but not a requirement
- Ability to prioritize workload and manage multiple responsibilities effectively
- Available to work in the Piney Flats office
PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- Associate's degree or higher from a college or university is preferred