Technical Support Analyst

Tyler Technologies Administrator / Technical Support Analyst

The Technical Support Analyst is responsible for administering, maintaining, securing, and supporting Burnet County's enterprise technology infrastructure and Tyler Technologies Odyssey Case Management System. This position provides technical support for servers, networking, cybersecurity, virtualization, storage, and enterprise applications while ensuring reliable technology services for county departments.

The position serves as a technical resource for courts, county offices, law enforcement, and other departments utilizing Tyler Odyssey and related technologies.

Essential Duties and Responsibilities

Technical Support

• Administer and support Tyler Technologies Odyssey Case Management System.
• Coordinate software upgrades, patches, and maintenance with Tyler Technologies.
• Troubleshoot application performance and user issues.
• Configure user accounts, security permissions, rights and roles, and application settings.
• Support Odyssey integrations with third-party systems.
• Coordinate testing of new releases and updates.
• Work with court personnel and county departments to resolve operational issues.
• Monitor application availability and performance.

• Administer, maintain, and support the County's enterprise technology infrastructure.
• Support cybersecurity best practices by monitoring security events, responding to incidents, assisting with vulnerability management, maintaining endpoint protection, and participating in disaster recovery, business continuity, and security audit activities.
• Perform system maintenance, upgrades, migrations, backup and recovery operations, performance monitoring, hardware lifecycle management, and asset inventory.
• Develop and maintain technical documentation, standard operating procedures, and system configurations while providing advanced technical support and collaborating with internal departments and technology vendors to maintain the availability, integrity, and security of County technology systems.

User Support

• Provide Priority I and Priority II technical support.
• Troubleshoot hardware and software issues.
• Support desktop deployments.
• Assist with technology projects.
• Train users on supported systems.
• Coordinate with vendors for issue resolution.

Knowledge, Skills, and Abilities

• Tyler Technologies Odyssey
• Windows Server
• Active Directory
• Microsoft 365
• Hyper-V
• DNS
• DHCP
• Enterprise networking
• VPN technologies
• Backup solutions
• Enterprise storage
• Cybersecurity principles
• Disaster recovery practices

Skills

• Strong troubleshooting abilities
• Excellent customer service
• Project coordination
• Technical documentation
• Analytical problem solving
• Time management
• Vendor management
• Communication with technical and non-technical users

Minimum Qualifications

• Experience in Computer Science, Information Technology, or related field.
• Experience supporting Tyler Technologies Odyssey or comparable enterprise case management system preferred
• Minimum five (5) years of progressively responsible IT experience.
• Experience supporting enterprise networking.
• Experience with Microsoft Active Directory.

Preferred Qualifications

• Experience supporting county or municipal government.
• Experience supporting court technology.
• Experience with CJIS security requirements.
• Experience with Microsoft 365 administration.

Physical Requirements

• Lift equipment up to 50 pounds.
• Work in server rooms and telecommunications closets.
• Climb ladders when installing equipment.
• After-hours maintenance.
• Travel between county facilities.

Working Conditions

• Primarily office environment.
• Occasional exposure to server room noise and elevated temperatures (hot or cold).
• On-call availability for critical systems as assigned.
• May be required to respond to technology emergencies outside normal business hours.

Desired Candidate Profile

The ideal candidate possesses strong enterprise systems administration experience, excellent troubleshooting skills, and the ability to support mission-critical public safety and judicial systems. Experience administering Tyler Technologies Odyssey, Microsoft Windows Server infrastructure, enterprise networking, virtualization, and cybersecurity technologies is highly desirable. The successful candidate will demonstrate professionalism, customer service, attention to detail, and the ability to work independently while supporting the County's technology infrastructure and strategic initiatives.