Incident & Service Desk Specialist — Software Support

Jobvite, Inc.; Overland Park (KS); On-site; USD 50,000 - 55,000; Full time

Job summary

Tyler Technologies, a leading provider of eGovernment solutions, is seeking a Software Support Specialist in Overland Park, KS. You will be the single point of contact for Recreation Management incidents and requests, guiding issues through the full lifecycle to restore normal service.

The role requires a customer-focused attitude, strong communication, and proactive problem-solving skills. Shifts cover 6am–7pm CST with rotating on-call weekends to support service desk operations.

Qualifications

• Experience in a Service Desk/IT Helpdesk environment.
• Must be a highly motivated self-starter who proactively works to resolve issues.
• Must be detail oriented.
• Working knowledge of Microsoft Office, Active Directory, Exchange, Networking, desktop support for Windows and MAC OS.
• Excellent customer service and interpersonal skills.
• Excellent written and verbal communication skills.
• Excellent problem-solving skills.
• Ability to follow standard processes.
• Strong team player in a fast paced environment.
• Strong analytical thinker with ability to collect information and perform trend analysis.

Responsibilities

• Provide the first and single point of contact for Recreation Management Service, Application, and Infrastructure related issues throughout the lifecycle of an Incident.
• Respond to incoming Requests and Incidents via phone, email, and the DSD ticketing system; gather information and troubleshoot to resolve at the Support level.
• Serve as the Incident and Request Manager, update and close tickets while keeping users informed.
• Provide communication regarding Major Incidents and Impairments.
• Collaborate with Account Management to triage Customer Escalations.
• Create, maintain, and update documentation related to configurations and procedures.
• Document troubleshooting and resolution within tickets.
• Perform analysis to trend Incidents and drive proactive resolutions.

Skills

Service Desk

ITIL

Customer service

Communication

Problem solving

Team player

Attention to detail

Self-starter

On-call readiness

Analytical thinking

Tools

Zendesk

JIRA/Jira Service Management

SQL

Job description

Tyler Technologies, a leading provider of eGovernment solutions, is seeking a Software Support Specialist in Overland Park, KS. You will be the single point of contact for Recreation Management incidents and requests, guiding issues through the full lifecycle to restore normal service.

The role requires a customer-focused attitude, strong communication, and proactive problem-solving skills. Shifts cover 6am–7pm CST with rotating on-call weekends to support service desk operations.