Technical Support Analyst I

We support democracy.

Our vision at Election Systems & Software (ES&S) is simple and unwavering — we provide products and services of exceptional quality and value to maintain voter confidence and enhance the voting experience. We accomplish this through continuous investments in research and development, resulting in regular product updates and security enhancements for each voting system we design, build, sell and support.

Join the ES&S team where we are crafting the future of voting in the United States!  On our team, you will push boundaries to provide solutions that meet the industry’s ever-evolving needs. Our people apply their innovative perspective to challenges big and small, and ES&S provides the resources to make our employees’ vision a reality.

Summary/Objective: A Technical Support Analyst is responsible to provide resolution to basic software issues among ES&S internal and external customers. This responsibility includes, but is not limited to, evaluating, troubleshooting and facilitating the resolution of the technical issues using documented processes and procedures via phone, email and online support tools. This role requires working flexible hours including being on call as needed.

Essential Duties and Responsibilities:

1. Facilitates issue resolution process from initial diagnosis, recommending correction process and follow up to ensure customer satisfaction. Certain issues may require assistance/advice from more experienced Analysts and SMEs to ensure issue resolution
2. Determine problem type (e.g. procedural, technical) in order to route issue, as necessary to appropriate subject matter experts 
3. Utilize and contribute to knowledge database resources to provide best practices and recommendations for issue mitigation.
4. Document and categorize technical support interactions into a knowledge repository database, which is utilized by internal resources for product and process enhancements.
5. Collaborate with team members and cross departmental resources to share knowledge on impactful trends.
6. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications: 

• Application Support role experience desirable (Windows based application knowledge)
• Proficiency with software applications
• Network setup and troubleshooting

Education: Bachelor’s/Associate’s in Computer Related field desirable.

Experience: 0- 2 years’ experience in customer facing support role 

Competencies: 

• Customer communication skills (verbal and written) 
• Technical capacity (e.g. Data analysis, Computer setup & configuration)
• Problem Solving/Analysis

Licenses/Certifications Required: Technical certification preferred (Microsoft, Windows, and/or Networking)

Supervisory Responsibilities: This position has no supervisory responsibilities.

Work Environment: This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must be able to lift 50 pounds.

Travel: Up to 10% travel is anticipated.

Election Systems & Software, LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Election Systems & Software, LLC's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.