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Software Support Analyst
Summary
Title:Software Support Analyst
ID:1903
Department:Information Technology
Location:Greenville, SC
Description

Summary:

The Software Support Analyst II position is an intermediate level position that primarily serves as a second level technical support representative for issues pertaining to third party software products. The position requires an in depth understanding of technical support processes, service level procedures, and problem solving techniques. In addition, this position will aid with SCSM workflow creation and general ticket template creation, as well as participate in monitoring of systems within the production and test environments.

 

Responsibilities:

  • Diagnose and correct the root cause of issues in third party software products

  • Coordinate with vendors and partners to resolve problems and organize product upgrades and installations

  • Maintain the integrity, security, and performance of the designated third-party software environments

  • Advise and educate end users and customers on the capabilities and use of

    designated third party software products

  • Employ best practices to deploy and administer designated third-party software

    products

  • Provide off-hours support and installations as required

  • SCSM Workflow creation and troubleshooting

  • SCSM Ticket Template maintenance and creation

  • Other tasks as assigned by management

Qualifications/Skills:

  • Firm grasp of client/server, web, and database architectures

  • Proficient knowledge with database design and query logic for Microsoft SQL Server

  • Ability to manage multiple simultaneous projects such as the deployment of upgrades and new installations while providing end-user support via a ticketing system

  • Excellent written and oral communication skills

  • Strong sense of urgency in responding to and correcting software issues

  • Dedicated focus on customer satisfaction

  • 3-5 years’ experience implementing, administering, supporting, and maintaining third

    party software products

  • Demonstrated ability to work independently as well as thrive in a team oriented

    environment

  • Demonstrated ability to prioritize and remain focused in a dynamic, fast paced

    environment

  • Demonstrated ability to multi-task and resolve issues in a timely manner

Educational Requirements:

  • College or University degree in MIS, Computer Science, Information Technology, Software Engineering, Computer Engineering or related field

     

This opening is closed and is no longer accepting applications
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