<p>JOB TITLE: Software Support Analyst Tier II</p> <p>DEPARTMENT: Public Sector</p> <p>REPORTS TO: Support Team Lead</p> <p>JOB LOCATION: Piney Flats, TN</p> <p>TRAVEL: 5-10% travel required</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><li>Available to work in the Piney Flats, TN office </li></ul> <p>PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):</p> <ul> <li>Associate's degree or higher from a college or university is preferred </li></ul>