Application Support Analyst

Job Summary:

The Application Support Analyst reports to the Director of Support and answers requests for software support from Data Cloud Solutions (DCS) clients via our helpdesk ticketing system. This position triages reported issues by gathering information, performing initial data collection, setting priorities, and responding to customers in accordance with our published service level agreement.

Essential Functions & Responsibilities:

• Expected to become an expert in the user experience, workflow, and configuration options of company products
• Acts as the customer’s first point of contact for support issues
• Instructs client on application best practices
• Provides application support via company help desk
• Investigates, resolves and documents issues in a timely manner in accordance with company service level agreements
• Monitors client environments to ensure services are running properly
• Opens tickets on behalf of clients, as needed
• Continuously monitors queue for incoming tickets
• Gathers minimum data set of information to assist in troubleshooting
• Requests documentation from clients for issues reported
• Remotely connects to client environments
• Compares settings from a working client or test environment to the client reporting the issue to identify any differences that could result in the issue reported
• Provides initial analysis and full documentation of steps taken
• Provides issue status updates to customer
• Escalates issues to next level of support as needed
• Collaborates with other members of the Support department and assigned Support group.
• Continuously prioritizes support issues in the queue according to priority and level of severity.
• Reports weekly progress to Support manager.
• Ensures company directives are adhered to and stated goals are accomplished.

Skills & Proficiencies:

• 
  Technical Aptitude
• Knowledge of standard IT hardware and equipment
• Knowledge of operating systems and system administration: file directories, ownership and sharing, programs and processes, libraries, and secure network protocols
• Knowledge of Virtualization and Cloud Computing
• Knowledge of behaviors that can result in security issues involving confidentiality or integrity
• Ability to work with VPN and Remote Desktop Protocol
• Ability work with Structured Query Language (SQL) and various programming languages
• Ability to diagnose and solve application issues
• Ability to provide excellent customer support in the field of technology
• Ability to clearly document interactions and information
• Knowledge or expertise in Mass Appraisal, County Auditor/Assessor or Treasurer office is preferred
• Experience training or making presentations to clients is preferred

Required Qualifications:

• 0-1 Years’ Experience providing software support via ticketing systems and/or phone for installations, upgrades, and QA testing or similar experience.
• Associate’s Degree in Computer Science or related field, or comparable experience preferred
• Prior Experience providing software support for a CAMA environment or familiarity with property tax valuation software is preferred

Travel:

• Ability to travel on occasion, based on client needs
• Resulting Physical Qualifications:
• Must be able to sit for extended periods of time.
• Must be able to operate and manipulate standard office equipment.
• Must be able to occasionally reach, bend, climb and/or balance.
• Must be able to frequently lift and/or move 10 pounds and occasionally lift and/or move up to 40 pounds.