Technical Support Analyst

Our vision at Election Systems & Software (ES&S) is simple and unwavering — we provide products and services of exceptional quality and value to maintain voter confidence and enhance the voting experience. We accomplish this through continuous investments in research and development, resulting in regular product updates and security enhancements for each voting system we design, build, sell and support. Join the ES&S team where we are crafting the future of voting in the United States! On our team, you will push boundaries to provide solutions that meet the industry’s ever‑evolving needs. Our people apply their innovative perspective to challenges big and small, and ES&S provides the resources to make our employees’ vision a reality. Summary/Objective A Technical Support Analyst is responsible to provide resolution to basic software issues among ES&S internal and external customers. This responsibility includes, but is not limited to, evaluating, troubleshooting and facilitating the resolution of the technical issues using documented processes and procedures via phone, email and online support tools. This role requires working flexible hours including being on call as needed. Essential Duties and Responsibilities Facilitates issue resolution process from initial diagnosis, recommending correction process and follow up to ensure customer satisfaction. Certain issues may require assistance/advice from more experienced Analysts and SMEs to ensure issue resolution Determine problem type (e.g. procedural, technical) in order to route issue, as necessary to appropriate subject matter experts Utilize and contribute to knowledge database resources to provide best practices and recommendations for issue mitigation. Document and categorize technical support interactions into a knowledge repository database, which is utilized by internal resources for product and process enhancements. Collaborate with team members and cross departmental resources to share knowledge on impactful trends. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Qualifications Application Support role experience desirable (Windows based application knowledge) Proficiency with software applications Network setup and troubleshooting Education Bachelor’s/Associate’s in Computer Related field desirable. Experience 0- 2 years’ experience in customer facing support role Customer communication skills (verbal and written) Technical capacity (e.g. Data analysis, Computer setup & configuration) Problem Solving/Analysis Licenses/Certifications Required Technical certification preferred (Microsoft, Windows, and/or Networking) Travel Up to 10% travel is anticipated. #J-18808-Ljbffr