Technical Support Analyst I - JICS

The Technical Support Analyst I is responsible for delivering quality software support to clients, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction. The TSA independently resolves technical and application problems. Support is provided via voice and electronic means.

• Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors.
• Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results.
• Effectively manage customer escalations associated with complex problems. End result should be high level of customer satisfaction.
•  Act as liaison for the client in issues with the standard Jenzabar products in areas of assigned responsibility.
•  Research and troubleshoot client reported issues with the standard Jenzabar product in areas of assigned responsibility in order to provide the client with a solution in a timely, professional manner.
• Document issues and solutions in a complete, concise manner for use in internal/external knowledge base.
• Attend training/meetings on new features/enhancements to the standard Jenzabar product to maintain high level of product knowledge in areas of assigned responsibility.
• Continually increase product knowledge by reviewing documentation; knowledge base entries and hands-on experimentation in areas of responsibility.
•  Work cooperatively with staff within the Client Support Services Department and other divisions of Jenzabar, Inc. to accomplish departmental, divisional and corporate goals as needed.
•  Triage technical issues and perform defined diagnostic functions.
•  Maintain Security Awareness by protecting an organization's confidential internal information. 
• Basic understanding of System database administration principles.  Oracle, MS SQL Server database knowledge, including troubleshooting, configuration, maintenance, and tuning. 
• Basic understanding of IIS and/or Apache web server. 
• Complete other duties as assigned by respective Manager of Support.

• Bachelor's Degree in Computer Science or related field
• Desired Experience:
  • Working knowledge of appropriate operating systems. 
  • Knowledge of Transact SQL programming language/SQL Enterprise Manager or ISQL/Informix as related to assigned application. 
  • Strong desire to work in a support desk environment (promptness and regular attendance is required). 
  • A professional telephone manner is essential.
• IT Skills: 
  •  Java, JVM, Object Oriented Programming, Enterprise Application Programming
  •  In-depth knowledge of relational databases (Oracle, SQL Server, DB2) and SQL
  • Basic Knowledge of SQL to include the basic 4 functions. JAVA or C#
  • Able to write and use general SQL Scripts
  • Operating systems (Windows, Linux), Networks
  • Messaging standards like JMS
  • HTML, CSS, JavaScript, Ajax
  • Web Services, REST
  • Application Servers such as Tomcat
    

• The pay range for this position is $47,000-$55,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

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