Technical Services Support Specialist

Technical Services United States


Description

The Technical Services Support Specialist is responsible for diagnosing and solving customer issues in a timely and courteous manner. The incumbent may work independently or with other team members to resolve operating system, database, and other technical issues related to Tyler applications. The Technical Services Support Specialist is the first line of contact with the customer. 

Provides systems management (operating system, database administration, server, and

workstation support) troubleshooting and consultation technical support to clients and fellow

employees. Primary areas of support include:

  • Remote support of client’s mission critical financial server(s)
  • Operating system administration for Windows, UNIX/Linux, or Web servers
  • Network & local printing
  • Point of sale hardware configuration and troubleshooting
  • Tyler program release and third party software upgrades
  • Database administration (Microsoft SQL or IBM Informix)
    • Resolves client inquiries and issues in a timely manner; communicates closure effectively through email and phone communications.
    •  Documents and records all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
    • Manages open calls by identifying and prioritizing issues according to published policies.
  • Escalates to senior team member or department member if situation is beyond ability and additional assistance is needed.
  • Identifies and meets service measurements and metrics on a daily, weekly, monthly and quarterly basis.
  • Collaborates with other teams, departments and divisions with issues pertaining to Tyler software applications.
  • May contribute to company knowledge library.
  • May conduct training for end-users.
  • Follows documented Tyler Technologies policies and procedures.
  • Performs other duties as assigned.
Qualifications
  • Bachelor’s degree in computer science, MIS, or equivalent experience.
  • Experience administering Windows and/or Linux servers.
  • Working knowledge of server hardware and network configurations, including web servers.
  • Ability to troubleshoot PC configurations and connectivity issues.
  • Excellent interpersonal and communication skills.
  • Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
  • Strong analytical and problem solving skills.
  • Ability to work independently and in a team environment.
  • Demonstrated ability to maintain a positive, professional attitude.

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