Software Support Analyst I

i3-Milestone • Shreveport, LA, US

23 days ago

Job type

Full-time

Job description

Overview

Software Support Analyst I at i3-Milestone. 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 Support Manager.

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.

Job Details

JOB TITLE : Software Support Analyst I

FLSA STATUS : Non-exempt

DEPARTMENT : Public Sector Operations

REPORTS TO : Support Manager

SUPERVISORY RESPONSIBILITIES : No

JOB LOCATION : Remote

TRAVEL : up to 10%

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.

Seniority level : Entry level

Employment type : Full-time

Job function : Engineering and Information Technology

Industries : Utilities

We're removing unnecessary boilerplate and keeping only relevant job content. This posting reflects the essential duties, qualifications, and details for the Software Support Analyst I role at i3-Milestone.

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Support Analyst • Shreveport, LA, US