Election Systems & Software

Software Support Analyst I

US-NE-Omaha
2 days ago
Job ID
2017-1194
# of Openings
1
Category
Technical Support

Job Description

An Analyst I, Software Support is responsible to provide resolution to basic software issues among ES&S internal and external customers. This responsibility includes, but is not limited to, evaluating, troubleshooting and facilitating the resolution of the technical issues using documented processes and procedures via phone, email and online support tools.  This role requires working flexible hours including being on call as needed.

 

Essential Duties and Responsibilities:

  1. Facilitates issue resolution process from initial diagnosis, recommending correction process and follow up to ensure customer satisfaction. Certain issues may require assistance/advice from more experienced Analysts and SMEs to ensure issue resolution
  2. Determine problem type (e.g. procedural, technical) in order to route issue, as necessary to appropriate subject matter experts
  3. Utilize and contribute to knowledge database resources to provide best practices and recommendations for issue mitigation.
  4. Document and categorize technical support interactions into a knowledge database, which is utilized by internal resources for product and process enhancements.
  5. Collaborate with team members and cross departmental resources to share knowledge on impactful trends.
  6. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications:     

Application support role experience desirable (Windows based application knowledge)

Proficiency with software applications;

Network setup and troubleshooting

 

Education:  High School Diploma or G.E.D required, Technical School Degree preferred.

 

Experience:  Previous experience in a customer support role highly desirable with 2 years’ experience preferred.

                                 

Competencies:    

Customer communication skills (verbal and written)

Technical capacity (e.g. Data analysis, Computer setup & configuration)

Problem solving/analysis

                                               

Licenses/Certifications Required:  Technical certification preferred (Microsoft, Windows, and/or Networking.)

 

Supervisory Responsibilities:  None.

 

Work Environment:  This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers.

 

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand; walk; hands to finger, handle or feel; and reach with hands and arms.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must be able to lift 50 pounds.

 

Travel:  Up to 10% travel is anticipated.

 

Security:  Required to consistently demonstrate adherence to all security requirements and accepted practices as contained in the current ES&S Security Policy.  Incumbents must proactively read, comprehend and adhere to all ES&S security policies, practices and procedures regarding the safety and safekeeping of co-workers, products, services and other intellectual property as defined in the ES&S New Business and Non-disclosure, or Proprietary matters, Confidential matters and Non-Competition agreements, and the current ES&S Security Policy Manual.

 

EEO Statement:  In order to provide equal employment and advancement opportunities to all individuals, employment decisions at ES&S will be based on merit, qualifications, and abilities.  ES&S does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, sexual orientation, national origin, citizenship status, marital status, age, disability, genetic information, or because of past, current, or future military obligations or any other characteristics protected by law.

This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

 

E-Verify: ES&S shall electronically verify the employment eligibility of their newly hired employees and shall submit a query to E-Verify for any newly-hired employee after completion of the I-9 process and no later than the end of the third business day after the employee’s actual start date.

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