Indianapolis, Indiana
Software Support Specialist Job Opening in Indianapolis, Indiana - This position serves as a Software Support Specialist with the Indiana Supreme Court?s division of Trial Court Technology, supporting an IT Project Manager Team Lead with the implementation, maintenance, testing, and ongoing technical support, for the Public Defender Information System software developed in-house. In addition, this position serves as a support specialist to other INcite applications as needed.
Essential
Develops software requirements, performs regression testing, creates supplemental user guides, and facilitates trainings for implementation of the Public Defender Information System application statewide. This position provides tier 2 technical support performing onsite and remote analysis, diagnosis, and resolution of complex technical issues for end users, while recommending and implementing corrective solutions. In addition, this position completes related tasks, assigned by the IT Project Manager team lead. Additional responsibilities include but not limited to:
Maintain up-to-date knowledge of public defense services
Support deployment and integration of new applications to support county level end users
Identify and learn appropriate software applications used and supported by the organization
Document procedures, standards, best practices configurations, settings, installation sequences and back?out instructions
Develop supplemental training materials for end users: manuals, quick step guides, etc.
Participate in the design, delivery, and scheduling of software application training
Provide support in maintaining deployed applications and upgrading systems as needed
Receive, research, and resolve or escalate e-mail and phone based support requests
Assist tier 1 help desk during high call volumes and handle elevated issues
Perform onsite and remote analysis, diagnosis, and resolution of complex technical issues for end users, recommending and implementing corrective solutions
Log, track, and close help desk tickets utilizing tracking software
Coordinate with other departments, teams, and vendors to research and resolve tier 3 issues regarding in house applications
Use computer based software tools to gather information and troubleshoot issues
Communicate application problems and issues to key stakeholders, including management, end users, software developers, and project leaders
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made and actions taken through to final resolution
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Assist in the design, delivery, and improvement of in-house software applications
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
Handle research, resolution, and follow-up for complex user issues, escalating to supervisor and technical staff, as needed
Solicit feedback from software application users to evaluate ease of use, product performance, level of service, and support
Monitor progress of requests for support and ensure users and IT Project Manager are informed
Liaise with Software Developer on the development of system enhancements to overcome known problems or further fulfill user requirements
Create user accounts and troubleshoot access issues
Investigate and resolve application errors, data discrepancies, and queries
Additional duties as assigned
Qualifications:
Accredited Associates Degree in Paralegal Studies, Computer Science, Education, Information Technology, or related, and four (4) years of training in basic software, help desk troubleshooting, public defender office support or related professional experience; OR Accredited Bachelors and two (2) years of professional experience.
Experience working with public defense services
Help Desk experience supporting remote users, preferred
Proficient in Microsoft Word, Excel, Outlook, and SharePoint, intermediate to advanced
Working knowledge of or ability and willingness to learn Public Defender Information System and other INcite applications
Experience or working knowledge of the Software Development Life Cycle (SDLC)
Excellent customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Working knowledge of or previous experience with regression testing
Ability to effectively and efficiently handle multiple duties and deadlines simultaneously
Excellent written and verbal communication skills
Must be a self-starter with sound problem solving and analytical skills
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
Able to develop and interpret technical documentation for training and end user procedures
Ability to work collaboratively with internal customers and colleagues to create a high-quality, results-driven team oriented environment
Possess valid driver?s license, for occasional work-related travel
Must exercise absolute confidentiality; avoid conflicts of interest and the appearance of conflict of interest, abide by the Employee Handbook and Judicial Code of Conduct. Must be willing to submit to a criminal background check.
NOTE: This document is intended to describe the general nature and level of work performed. It is not intended to provide an exhaustive list of all duties and responsibilities, nor is it intended to limit the authority of supervisors or managers to assign or direct the activities of employees.
The Indiana Supreme Court is an Equal Opportunity Employer . Equal employment opportunities are provided to all applicants for employment without regard to race, color, religion, sex (including pregnancy), gender identity, national origin, age, disability, marital status, political affiliation, socioeconomic status, status as a protected veteran or any other protected status in accordance with applicable federal, state, and local laws, and the Indiana Judicial Code.
If you are a qualified individual with a disability and will need a reasonable accommodation to assist you in apply for the position or to perform the essential functions of the job, the Indiana Supreme Court will provide such reasonable accommodations.
Job Type: Full-time
Salary: $52,000.00 to $55,000.00 /year
Required education:
Associate
Required experience:
Professional: 2 years
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