Software Support Specialist

About the Role

Tyler Technologies is seeking a Software Support Specialist for the Digital Solutions Division’s Recreation Management Support team. This role serves as the primary point of contact for all support-related needs, managing the full lifecycle of Recreation Management Incidents and Requests to ensure optimal service quality and availability, aligning with ITIL definitions. This is a full-time position requiring the willingness to work varying shifts to cover Service Desk hours from 6 am – 7 pm CST, and to participate in a rotating 24x7 on-call schedule for weekends. Success in this role requires high performance in customer service and communication, in addition to technical and troubleshooting skills.

Key Responsibilities

• Serve as the first and single point of contact for Recreation Management Service, Application, and Infrastructure related issues throughout the entire lifecycle of an Incident, with the primary goal of restoring normal service as quickly as possible.
• Respond to incoming Requests and Incidents via phone, email, and the DSD ticketing system.
• Gather pertinent information, understand impact, and perform troubleshooting to resolve issues at the Support level.
• Identify and provide workarounds as needed, and assign issues to specialized Recreation Management Technical groups when necessary.
• Act as the Incident and Request Manager for assigned tickets.
• Update, categorize, prioritize, and close Incident and Service Request tickets, keeping users informed of progress.
• Communicate regarding all Major Incidents and Impairments throughout their lifecycle.
• Collaborate with Account Management to triage Customer Escalations.
• Create, maintain, and update comprehensive documentation related to configurations, troubleshooting steps, and incident response procedures.
• Work closely with direct and cross-functional team members to diagnose and resolve technical issues.
• Thoroughly document troubleshooting and resolution within assigned tickets.
• Perform continuous analysis, classification, and trend analysis of Incidents to proactively resolve them where possible.

Requirements & Tech Stack

• Previous experience in a Service Desk / IT Helpdesk environment.
• Must be a highly motivated self-starter who proactively works to resolve issues.
• Must be detail-oriented.
• Working knowledge of fundamental business technologies, including:
• Microsoft Office
• Active Directory
• Exchange
• Networking
• Desktop Support for Windows and MAC Operating Systems
• Must be extremely professional and comfortable working with all levels of users.
• Excellent customer service and interpersonal skills.
• Excellent written and verbal communication skills.
• Excellent problem-solving skills.
• Ability to consistently follow standard processes.
• Strong team player in a fast-paced, dynamic, deadline-driven environment.
• Strong analytical thinker with the ability to collect information and perform trend analysis.
• Must possess a continuous improvement mentality.
• Hardware Installation and Troubleshooting Experience.
• SQL Background.

Additional Desired Skills

• Experience with Zendesk and/or JIRA/Jira Service Management or similar ticketing systems.
• ITIL V3 Foundations Certified.
• Proven experience in SQL database management, SQL Queries.
• Experience with Remote Desktop support (e.g., LogMeIn Rescue, TeamViewer, Bomgar).
• COMP TIA A+ Certified.
• Desktop and mobile device support experience.
• Experience in the Technical Services Industry.
• Experience in the Transaction processing industry.