Software Support Analyst I

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