Support Analyst I

The Application Support Analyst is responsible for the day-to-day support to our end-users. This position also provides OJT support to the Support Specialist I, II and III. Their role is to ensure that we fulfill our support obligations and maintain a high level of client satisfaction. Delivering effective and courteous support via telephone, e-mail, web-apps and remote access in response to end-user’s requests, the Application Support Analyst will log, investigate, research, replicate, and if necessary escalate software issues providing timely updates to the end-users on the status and progress of reported issues.

Salary upto $19.23/hour

Sponsorship and relocation are not available.

Essential Duties and Responsibilities:

• Provide first level problem determination and resolution to end-users.
• Track and provide detailed documentation on incoming incidents in the call management tool provided and follow through with all customer support/request issues on resolutions.
• Monitor, support, and troubleshoot problems in the production application environment.

• Analyze and resolve incidents and requests regarding use of application software.
• Follow up with other support staff in a timely manner to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
• Escalate end-user complaints and problems beyond the scope of their ability or responsibility to the next support level in a timely fashion.
• Provide recommendations for corrections, upgrades, and enhancements to application software, and procedures to designated staff.
• Work with designated staff to identify resolutions or information that needs further documentation or entry into the knowledge database.

• Provides remote training to end users as needed for applications we support.
• Learn and understand the business process for each application that is supported with the ability to identify and resolve issues.
• With approval from Senior Analyst staff, develop SQL queries to create/produce special reports to obtain database information as requested by end-users
• Communicate with coworkers, management, staff, Association members, the general public, and other customers in a courteous and professional manner.
• Conform with and abide by all regulations, policies, work procedures, safety rules and instructions.
• Respond promptly and professionally when returning telephone calls and replying to correspondence, E-mail, and faxes. Use good grammar and professional writing skills in all customer contact.
• Provide high quality customer service to all internal and external customers.
• Continue to maintain knowledge on the application software as upgrades, releases, and legislative changes occur.
• Conducts testing of application software as needed.

Knowledge, Skills and Abilities Required

Possess extensive working knowledge of customer service skills.

Possess a strong work ethic and ability to interact well with others.

Must be self-motivated and team oriented.

Possess strong analytical skills and be able to quickly switch project focus.

Possess excellent organizational, prioritization and strong time management skills. Must be able to work with tight deadlines and multitask.

Possess excellent written and verbal skills.

Employee must be dependable and reliable.

Basic knowledge of SQL, Informix, FTP, SSH, database structures and command-line-interface and TELNET a plus.

Knowledge and experience with the Florida court system and Clerk of Court is a great plus.

Computer Equipment and Software Requirements:

Ability to work with and trouble shoot personal computer and peripheral equipment via the phone, remote login or in person.

Current working knowledge or Microsoft Suite.

Ability to work with, trouble shoot computers, servers, routers, printers and standard office machines.

Current knowledge or Microsoft Windows, UNIX, MS-DOS and Informix operating systems.

Basic knowledge in writing SQL statements.

Education and Experience Required:

Bachelor’s degree in computer science, criminology, IT education/ training, judicial system.

Can be substituted with four years’ work experience in computer science, criminology, IT education/training, judicial system and customer service support.

Knowledge of SQL, Informix, FTP, SSH, database structures and command-line-interface and Telnet.