Software Support Analyst Tier I

JOB TITLE: Software Support Analyst Tier IDEPARTMENT: Public SectorREPORTS TO: Support ManagerJOB LOCATION: Canton, GATRAVEL: 5-10% travel requiredESSENTIAL 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