<p>JOB TITLE: Software Support Analyst Tier I</p> <p>FLSA STATUS: Non-Exempt</p> <p>DEPARTMENT: Public</p> <p>REPORTS TO: Support Team Lead</p> <p>JOB LOCATION: Piney Flats, TN</p> <p>TRAVEL: 5-10% travel required</p> <p>SUMMARY OF POSITION:</p> <p>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 Operations Manager.</p> <p>ESSENTIAL DUTIES & RESPONSIBILITIES:</p> <ul> <li>Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients. </li><li>Build and maintain effective relationships with team members, management, in-house software developers and clients. </li><li>Identify, troubleshoot and resolve application issues. </li><li>Communicate and escalate issues that cannot be resolved to the appropriate team member(s). </li><li>Document all reported issues and task details; analyze gathered data. </li><li>Deploy and provide training on software applications to new clients and new versions to current clients. </li></ul> <p>MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):</p> <ul> <li>High school diploma or equivalent </li><li>Two (2) years related experience </li><li>Must have a proficient understanding of computer and technical concepts </li><li>Must have strong troubleshooting skills </li><li>Must have strong verbal and written communication skills </li><li>Ability to prioritize workload and manage multiple responsibilities effectively </li></ul> <p>PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):</p> <p>Associate's degree or higher from a college or university is preferred.</p> <p>Physical Demands and Work Environment:</p> <p>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.</p> <p>While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.</p>