Software Support Analyst

Description

We support democracy.

Our vision at Election Systems & Software (ES&S) is simple and unwavering — we provide products and services of exceptional quality and value to maintain voter confidence and enhance the voting experience. We accomplish this through continuous investments in research and development, resulting in regular product updates and security enhancements for each voting system we design, build, sell and support.

Join the ES&S team where we are crafting the future of voting in the United States!  On our team, you will push boundaries to provide solutions that meet the industry’s ever-evolving needs. Our people apply their innovative perspective to challenges big and small, and ES&S provides the resources to make our employees’ vision a reality.

Summary/Objective: A Software Support Analyst serves as a conduit for customers utilizing our Voter Registration software. This responsibility includes, but is not limited to, evaluating, beta testing, troubleshooting and facilitating the resolution of the technical software issues using documented and undocumented processes and procedures via phone, email and other support tools. This role consults with our customers to identify issues and needs and then works closely with our Software Development team to analyze software limitations and issue resolutions as well as proposing new software features and changes to better service our customers. This role will also participate in testing new features and/or software changes in our sandbox environment prior to it going live for the customer. This work may require the creation of product documentation to provide guidance as needed. This role requires working flexible hours including being on call as needed.

Essential Duties and Responsibilities:

1. Consults with customers to identify and analyze needs and then shepherds the issue resolution process from initial diagnosis, recommending correction process and follow up to ensure customer satisfaction. Certain issues may require assistance/advice from more experienced Analysts and SMEs to ensure issue resolution
2. Beta test new software and propose changes or enhancements as needed.
3. Assist with customer acceptance software testing prior to customer installation to ensure satisfaction.
4. Analyze problem type (e.g. procedural, technical) in order to route issue, as necessary to appropriate subject matter experts if unable to resolve alone.
5. Utilize and contribute to software knowledge database documentation to provide best practices and recommendations for issue mitigation.
6. Document and categorize customer issues and requirements into a knowledge repository database, which is utilized by internal resources for product and process enhancements.
7. Collaborate with team members and cross departmental resources to share knowledge on impactful trends.
8. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications: 

• Custom Software Application Support experience desirable 
• Proficiency with software applications
• Network setup and troubleshooting
• Windows based application knowledge

Education: A Bachelor’s/Associate’s in Computer Related field is preferrable.

Experience: 0-2 years’ experience in customer facing support role

Competencies:

• Customer communication skills (verbal and written) 
• Technical capacity (e.g. data analysis, computer setup & configuration)
• Problem Solving/Analysis

Licenses/Certifications Required: Technical certification preferred (Microsoft, Windows, and/or Networking)

Supervisory Responsibilities: This position has no supervisory responsibilities.

Work Environment: This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and