Technical Support Analyst
Jonesboro, AR Jonesboro, AR Full-time Full-time 2 days ago 2 days ago 2 days ago Technical Support Analyst Tiger Correctional Services is a fast-growing, Jonesboro, AR-based company that provides IT support and consulting services to law enforcement agencies.
We are looking for a Tech Support Analyst to provide technical support to our customers via phone, email, and chat.
This position is responsible for resolving technical issues and resolving customer concerns.
The ideal candidate will be a self-starter with the ability to multitask and prioritize tasks while maintaining a high level of attention to detail.
JOB DUTIES Technical Support & Testing Reviews & tests software releases to ensure software meets or exceeds customer objectives & specifications and components/features work properly Reviews, recommends & tests any software for use by the Company or customers Modifies, tests and corrects existing software configurations Installs & activates Company software on jail workstations as needed Performs installation of hardware & software for new customers Evaluates work load & capacity of computer systems to determine expansion or enhancement of computer operations Analyzes & documents systems changes & impact to Company and customer requirements Collaborates with Developers, Test Team members & business source matter experts to design test scenarios & cases based on requirements and design and updates as needed Tracks testing defects to resolution & identifies temporary business work arounds if needed Runs functional testing, customer scenario testing, stress testing, performance testing, unit testing & regression testing on pre-release software versions Troubleshoots software, hardware and inmate phone system problems Works closely with 3rd party vendors to ensure all systems, interfaces, etc.
, work properly Customer Service Provides training to internal & external customers in use of hardware and software Provides training on the Accounting & Commissary modules and trains customers on accounting, commissary orders and deposits Provides technical support to internal & external employees as needed Follows up with customers to verify resolutions meet the needs of the facility Keeps customers updated on their trouble ticket status Assists with resolving customer accounting issues pertaining to Company software Investigates possible fraudulent credit card transactions Monitors email & ticketing system for issues submitted by customers Plans, schedules, coordinates and implements projects as needed Documentation Creates project reports & documentation for new and modified software and hardware Maintains computer equipment/software inventory for corporate office & all customers Tracks and creates detailed documents on all technical support requests and service provided Identifies & documents opportunities for system changes and enhancements Skills & Qualifications EDUCATION CERTIFICATION:
Associates degree in Computer Information Systems/Management Information Systems.
Bachelor's degree in CIS/MIS preferred REQUIRED KNOWLEDGE:
Working knowledge of Ticket-Tracking software & concepts Working knowledge of intermediate to advanced networking concepts Working knowledge of Microsoft SQL Server - Querying, Database, Structure, Connection Strings Demonstrated knowledge with Windows-Based Scripting languages Working knowledge of general accounting terms & concepts Working knowledge of Inventory Management Processes Working knowledge of FTP, SFTP, web services & SSH
Experience:
Two years Help Desk experience.
One year experience with remote access solutions & installations Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Vision insurance Schedule:
Monday to Friday No nights No weekends Ability to commute/relocate:
Jonesboro, AR 72401:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service:
2 years (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
We are looking for a Tech Support Analyst to provide technical support to our customers via phone, email, and chat.
This position is responsible for resolving technical issues and resolving customer concerns.
The ideal candidate will be a self-starter with the ability to multitask and prioritize tasks while maintaining a high level of attention to detail.
JOB DUTIES Technical Support & Testing Reviews & tests software releases to ensure software meets or exceeds customer objectives & specifications and components/features work properly Reviews, recommends & tests any software for use by the Company or customers Modifies, tests and corrects existing software configurations Installs & activates Company software on jail workstations as needed Performs installation of hardware & software for new customers Evaluates work load & capacity of computer systems to determine expansion or enhancement of computer operations Analyzes & documents systems changes & impact to Company and customer requirements Collaborates with Developers, Test Team members & business source matter experts to design test scenarios & cases based on requirements and design and updates as needed Tracks testing defects to resolution & identifies temporary business work arounds if needed Runs functional testing, customer scenario testing, stress testing, performance testing, unit testing & regression testing on pre-release software versions Troubleshoots software, hardware and inmate phone system problems Works closely with 3rd party vendors to ensure all systems, interfaces, etc.
, work properly Customer Service Provides training to internal & external customers in use of hardware and software Provides training on the Accounting & Commissary modules and trains customers on accounting, commissary orders and deposits Provides technical support to internal & external employees as needed Follows up with customers to verify resolutions meet the needs of the facility Keeps customers updated on their trouble ticket status Assists with resolving customer accounting issues pertaining to Company software Investigates possible fraudulent credit card transactions Monitors email & ticketing system for issues submitted by customers Plans, schedules, coordinates and implements projects as needed Documentation Creates project reports & documentation for new and modified software and hardware Maintains computer equipment/software inventory for corporate office & all customers Tracks and creates detailed documents on all technical support requests and service provided Identifies & documents opportunities for system changes and enhancements Skills & Qualifications EDUCATION CERTIFICATION:
Associates degree in Computer Information Systems/Management Information Systems.
Bachelor's degree in CIS/MIS preferred REQUIRED KNOWLEDGE:
Working knowledge of Ticket-Tracking software & concepts Working knowledge of intermediate to advanced networking concepts Working knowledge of Microsoft SQL Server - Querying, Database, Structure, Connection Strings Demonstrated knowledge with Windows-Based Scripting languages Working knowledge of general accounting terms & concepts Working knowledge of Inventory Management Processes Working knowledge of FTP, SFTP, web services & SSH
Experience:
Two years Help Desk experience.
One year experience with remote access solutions & installations Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Vision insurance Schedule:
Monday to Friday No nights No weekends Ability to commute/relocate:
Jonesboro, AR 72401:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service:
2 years (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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