ERP Tech Support Associate: Software Helpdesk

Tyler Technologies; Lawrenceville (GA); On-site; USD 42,000 - 60,000; Full time

Job summary

Tyler Technologies in Lawrenceville, GA is seeking an Associate Technical Services Support Specialist to provide basic software and hardware support to clients and employees. You will diagnose issues, coordinate with senior specialists, and resolve problems efficiently while maintaining courteous communication.

This role requires documentation in client management systems, on-time issue prioritization, and ongoing product knowledge development through training.

Qualifications

• Bachelor’s degree in computer science, business administration, or comparable work experience.
• Experience with ERP solutions, accounting software, or computers.
• Proficiency with computers and exposure to relational databases or SQL.
• Excellent interpersonal and communication skills.
• Ability to prioritize and complete multiple tasks in a fast-paced environment.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide general software, operating system, and hardware phone support to Tyler clients and on-site staff.
• Conduct first-level diagnosis of system defects and notify product managers of findings.
• Resolve client inquiries by collaborating with others and communicate resolutions via email.
• Document and record all client interactions in designated systems for transparency.
• Manage open calls by prioritizing issues per published policies.
• Escalate to a senior member when beyond the technician's control.
• Meet service measurements and metrics daily, weekly, monthly, and quarterly.
• Participate in formal education and self-study to learn Tyler products and services.
• Assist clients with workstation installation of client software.
• Follow Tyler Technologies policies and procedures.
• Respect client policies and procedures.

Skills

ERP solutions

Accounting software

Computers

Interpersonal skills

Prioritization

Analytical thinking

Education

Bachelor's degree or comparable work experience

Tools

SQL

Job description

Tyler Technologies in Lawrenceville, GA is seeking an Associate Technical Services Support Specialist to provide basic software and hardware support to clients and employees. You will diagnose issues, coordinate with senior specialists, and resolve problems efficiently while maintaining courteous communication.

This role requires documentation in client management systems, on-time issue prioritization, and ongoing product knowledge development through training.