Software Support Specialist

Software Support Specialist

POSITION: Software Support Specialist

Status: Non-Exempt

Location: Auburn, Washington

Department: Information Technology Department

Work Hours: 7:00 am to 3:30 pm

SUMMARY:

The Software Support Specialist provides solutions for customer facing support requests. This resource cooperates closely with developers, help desk tiers, and the IT(Information Technology) manager as well as with business subject matter experts in completing software related requests and planning and developing methods for data correction, analysis and reporting. The position reports directly to the IT Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Keeps all end users working effectively by providing customer-facing support through requests that come in through our support ticketing system.
• Troubleshoots simple to complex issues as reported by end users.
• Effectively communicate with end users to improve efficiency through training and product implementations.
• Researches and resolves issues by writing simple to complex queries against databases.
• Generate or maintain ad-hoc reports using direct SQL queries, SSRS or Power BI to support business objectives. Includes documenting and presenting suggestions for improvement and implementing approved suggestions.
• Facilitate IT related employee onboarding.
• Work with end users to understand and document requirements for software improvements.
• Maintains, establishes, and follows documented release procedures and quality best practices to promote code revisions from development to testing and through release.
• Demonstrates initiative and proven follow through skills.
• Proven decision-making ability and escalation skills.
• Manages workload and competing priorities to accomplish tasks within agreed upon timeframes.
• Analyzes and identifies trends in problems being reported and devises remediation measures.
• Maintain quality service by establishing and enforcing organization standards.
• Respond to user requests according to the KPI standard set forth.
• Provide estimates of effort for assigned tasks on request.
• Enforce and follow all policies and regulations, maintain high IT ethical standards and code of conduct.
• Back up department functions and perform other duties, as necessary.

REQUIRED ABILITY TO:

• Work in a fast-paced environment with shifting priorities.
• Arrange competing priorities to meet goals and deadlines.
• Report to work regularly and consistently.
• Maintain excellent organization.
• Combine IT skills with practical business application.
• Problem-solve and achieve targeted results with minimal supervision.
• Demonstrate professionalism with excellent presentation, verbal, and written communication skills.
• Build alliances, partnerships and collaborate with customers and co-workers in a tactful, professional, and respectful manner. Be a team player with strong interpersonal skills.
• Resolve workplace differences and conflicts to achieve goals and objectives in a professional manner.
• Listen to others attentively and retain/process information effectively.
• Promote a professional culture that is trustworthy, honest, and socially responsible while championing an energetic and positive work culture.
• Applicants must be able to pass a background check to be considered for this position.

REQUIRED EDUCATION/EXPERIENCE:

• Two (2) years or more of applied experience with SQL, JQL (Jira Query Language), VB or other query language.
• Associates degree in a computer science discipline or a comparable level of experience.
• Exposure to Information Technology, demonstrating strong analytical and problem-solving skills.
• Experience converting business requirements to technical design documents and in reverse engineering of software systems.
• Familiarity with various business systems and the full suite of Microsoft Office applications.

DESIRED EDUCATION/EXPERIENCE:

• Management of Windows user and email accounts.
• Experience using TFS, JIRA, Azure DevOps, or other project management tools.
• Experience with Agile methodologies is a plus.
• Knowledge of SQL Server Integration Services (SSIS) and SQL Server Reporting Services (SSRS)
• Experience with software functionality testing and documentation.
• Power BI familiarity
• Microsoft Office 365 and Azure experience.

WORKING CONDITIONS:

• Full-time on-site work; Office environment.
• Flexibility to work extra hours if necessary and occasional weekends.

Starting Hourly Rate: $28-$32/hour

Overall Hourly Rate: $28-$35/hour