Informaon Technology - Soware Support Engineer

Position Overview

The Software Support Specialist will provide software support for Wichita County's various software packages, primarily focusing on Tyler Technologies software. This role involves assisting customers through various communication channels, training users, and ensuring efficient resolution of support tickets. The position requires strong communication skills, the ability to work independently and collaboratively, and a solid understanding of software operations.

Key Responsibilities

• Gain in-depth knowledge of the county's software infrastructure, primarily Tyler Technologies software.
• Work independently and collaboratively with a team.
• Explain technical and complex issues in simple terms.
• Display excellent written and verbal communication skills.
• Coordinate training and status meetings with multiple departments.
• Train employees, elected officials, and department heads to use the county's software.
• Keep a record of training activities.
• Create and track support tickets and document outcomes.
• Ensure support tickets are resolved efficiently and timely.
• Exhibit strong troubleshooting and analytical mindset.
• Maintain and create business process and training documentation.
• Research, analyze, and document existing business processes to propose and implement efficient technological solutions.
• Identify, analyze, and solve business problems through analysis and testing of potential solutions.
• Assist with Help Desk calls and provide technical support to troubleshoot software application problems.

Required Qualifications

• High school diploma or equivalent.
• Two years of previous end-user support experience in information technology or software support.
• Working knowledge of SQL database operations, including installation, routine maintenance, and script writing preferred.
• Practical hands-on experience in computer operations, installations, and configuration of application software.
• Extreme attention to detail is required.
• Excellent customer service and communication skills.
• Strong knowledge of Windows operating systems and Microsoft Office suite.
• Basic understanding of networking concepts and troubleshooting.
• Strong analytical and organizational skills.

Preferred Qualifications

• Familiarity with Tyler Technologies software is a plus.

Benefits & Perks

• Pre-employment physical examination and drug test paid by Wichita County.
• Regular attendance and punctuality are mandatory.