IT Service Desk Specialist — Incident & Support Lead

Tyler Technologies, Inc.; Overland Park (KS); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Tyler Technologies, the country’s premier provider of eGovernment solutions, is seeking a Software Support Specialist to join the Recreation Management Support team in the Digital Solutions Division. You will serve as the primary contact for all support needs and manage Incident lifecycles to restore normal service, with rotating on-call weekends.

The role requires strong customer service, clear communication, and proactive troubleshooting across Service Desk activities.

Qualifications

• Previous 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 fundamental business technologies (e.g. Microsoft Office, Active Directory, Exchange, Networking, Desktop Support for Windows and MAC Operating Systems)
• Must be extremely professional and comfortable working with all levels of users.
• Excellent customer service and interpersonal skills.
• Excellent written and verbal communication skills.
• Excellent problem-solving skills.
• Ability to consistently follow standard processes.
• Strong team player in a fast paced, dynamic, deadline-driven environment.
• Strong analytical thinker with the ability to collect information and perform trend analysis.
• Must possess a continuous improvement mentality.

Responsibilities

• Provide the first and single point of contact for Recreation Management Service, Application, and Infrastructure related issues throughout the entire lifecycle of an Incident with the primary goal of restoring normal service as quickly as possible.
• Respond to incoming Requests and Incidents via phone, email, and the DSD ticketing system; Gather all pertinent information, gain an understanding of impact, and perform troubleshooting in an effort to resolve at the Support level first.
• Identify and provide workarounds as needed and assign to specialized Recreation Management Technical groups as necessary.
• Serve as the Incident and Request Manager of assigned tickets. Update, categorize, prioritize, and close Incident and Service Request tickets while keeping users informed of progress throughout the lifecycle of the ticket while assigned to our team.
• Provide communication regarding all Major Incidents and Impairments throughout the lifecycle of the Incident.
• Work with Account Management to triage Customer Escalations.
• Create, maintain, and update comprehensive documentation related to configurations, troubleshooting steps, and incident response procedures.
• Collaborate closely with both direct and cross-functional team members to diagnose and resolve technical issues.
• Thoroughly document troubleshooting and resolution within assigned tickets.
• Perform continuous analysis, classification, and trend analysis of Incidents in order to work toward the pro‑active resolution of Incidents where possible.

Skills

Customer service

Troubleshooting

Communication

On-call support

SQL background

Tools

Zendesk

JIRA Service Management

Active Directory

Office 365

Job description

Tyler Technologies, the country’s premier provider of eGovernment solutions, is seeking a Software Support Specialist to join the Recreation Management Support team in the Digital Solutions Division. You will serve as the primary contact for all support needs and manage Incident lifecycles to restore normal service, with rotating on-call weekends.

The role requires strong customer service, clear communication, and proactive troubleshooting across Service Desk activities.