Software Support Specialist – Incident & Service Desk (On-Call)

Tyler Technologies, Inc.; Overland Park (KS); On-site; USD 45,000 - 65,000; Full time

Job summary

Tyler Technologies, Inc. in Overland Park, Kansas invites applications for a Software Support Specialist who will be the single point of contact for Recreation Management related issues. The role requires handling incidents from start to finish and coordinating with multiple teams to restore full service.

The full-time position includes rotating day shifts to support a 6am–7pm CST service window and an on-call rotation for weekends. Strong customer service and communication skills are essential.

Responsibilities

• Provide the first and single point of contact for Recreation Management service, application, and infrastructure related issues throughout the lifecycle of an Incident with the goal of restoring normal service quickly.
• Respond to incoming Requests and Incidents via phone, email, and the DSD ticketing system; gather pertinent information, understand impact, and troubleshoot at the Support level; provide workarounds and assign to specialized groups as needed.
• Serve as the Incident and Request Manager of assigned tickets; update, categorize, prioritize, and close tickets while keeping users informed throughout the lifecycle.
• Provide communication regarding Major Incidents and Impairments throughout the Incident lifecycle.
• Work with Account Management to triage customer escalations.
• Create, maintain, and update documentation related to configurations, troubleshooting steps, and incident response procedures.
• Collaborate with cross-functional team members to diagnose and resolve technical issues.
• Thoroughly document troubleshooting and resolution within assigned tickets.
• Perform ongoing analysis and trend analysis of Incidents to enable proactive resolution where possible.

Job description

Tyler Technologies, Inc. in Overland Park, Kansas invites applications for a Software Support Specialist who will be the single point of contact for Recreation Management related issues. The role requires handling incidents from start to finish and coordinating with multiple teams to restore full service.

The full-time position includes rotating day shifts to support a 6am–7pm CST service window and an on-call rotation for weekends. Strong customer service and communication skills are essential.