Technical Services Operations Specialist

Description

The Tech Ops Specialist will work with other Tyler employees to ensure timely and high-quality support of applicable hardware and software environments. It will require a high level of technical knowledge and good organizational skills. This position will report to the Technical Services Operations Manager.

Responsibilities

• Provide software support for Tyler-developed products for internal employees (demos, training, sales, testing, etc)Work with Operations team to perform duties related to internal software and hardware audits, licensing, inventories and more.
• Maintain constant communication with Ops Manager on status of projects, issues and maintenance tasks.
• Develop tools to increase efficiency and performance of Tyler application users.
• Manages open calls by identifying and prioritizing issues according to published policies.
• Identifies and meets service measurements and metrics on a daily, weekly, monthly and quarterly basis.
• Collaborates with other teams, departments and divisions with issues pertaining to Tyler software applications and environments.
• Contribute to company knowledge library.
• Conduct training for end-users.
• Follows documented Tyler Technologies policies and procedures.
• Become a trusted resource by providing service that consistently demonstrates strong product knowledge and work ethic.
• Evaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner.
• Provide support in the various internal environments related to many Tyler Technologies applications.
• Build rapport with co-workers to turn what may be a negative situation into a positive customer service experience.
• Manage and prioritize multiple and often conflicting tasks.
• Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from management to clerical. Focus on providing accurate answers in a pleasant manner.
• Adapt to changing product and environments.
• Demonstrate full product knowledge and eliminate knowledge gaps in legacy, current and future products and services by means of self-study, supplemented by formal education.
• Provide seamless integration to department and company resources to reinforce single point of contact and total incident ownership, including those outside direct area of responsibility.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in computer science, MIS, or equivalent experience.
• Experience administering Windows based servers.
• Working knowledge of server hardware and network configurations.
• Ability to troubleshoot PC configurations and connectivity issues.
• Excellent interpersonal and communication skills.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
• Strong analytical and problem solving skills.
• Ability to work independently and in a team environment.
• Demonstrated ability to maintain a positive, professional attitude.
• Programming skills a big plus