Handle software-related requests for assistance (problems)
Troubleshoot software and identify root causes of software problems
Analyze software related issues and propose solutions
Fix software problems and test (verify) solutions prior to implementing them
Obtain and log customer feedback for the purpose of process improvement
Document software support activities thoroughly, accurately, and in a timely manner
Make decisions quickly, sometimes with limited information
Review work log, customer feedback periodically with supervisor and other analysts and technicians, to identify and act on opportunities for improvement.
Reports directly to the Project Managers.
Works in conjunction with Software Development staff, Tech Support staff,
and end users to develop quick, effective solutions to software problems.
Ability to communicate orally with end users, vendors, management, and coworkers is crucial. Regular use of phone and email for communication is essential. Hearing and vision correctable to within normal ranges is essential for normal conversations, receiving ordinary information, and preparing or inspecting documents.
The ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office occasionally (accessing files/storage, office equipment, computers and other office productivity devices, attending meetings, etc.), is required.
Using a computer while sitting for extended periods is common. Must also be able to position self to maintain equipment, including under tables and desks.
The job is performed indoors in a traditional office setting. Extended periods of sitting while using a computer or other devices are common.