Support Analyst I

Located in Tallahassee, Florida, the Florida Association of Court Clerks & Comptrollers is a statewide, non-profit member association. The association is comprised of the Florida Clerks of the Circuit Court and Comptrollers. FACC Services Group, LLC, dba CiviTek Solutions was established in 1991 to provide financial and technical services for the Clerks of Circuit Court and Comptrollers of the State of Florida. CiviTek is a wholly-owned subsidiary of the Florida Association of Court Clerks, Inc. (FCCC)

A Brief Overview

The Application Support Analyst will serve as a single point of contact for all FCCC, CiviTek and Kestrel customers and to ensure that all end users are receiving appropriate and timely resolution for incidents. The Application Support Analyst is responsible for the day-to-day support to our end-users. This position also provides OJT support to the Support Specialist. Their role is to ensure that we fulfill our support obligations and maintain a high level of client satisfaction. Delivering effective and courteous support via telephone and e-mail in response to end-user's requests, the Application Support Analyst will investigate, research, replicate and log software issues; will provide timely updates to the end-users on the status and progress of reported issues, and will escalate issues internally, if necessary, to provide issue resolution.  

What you will do

• Provide first level problem resolution to our end-users.
• Track and document all incoming incidents in the incident management tool provided and follow through with all customer support/request issues.
• Provide detailed documentation on resolutions of incidents in the incident management tool.
• Monitor, support, and troubleshoot problems in the production application environment. Analyze and resolve incidents and requests regarding use of application software or hardware.
• Follow up with other support staff in a timely manner to ensure incidents are resolved, requests are filled, and customer communication is complete.
• Problems beyond the scope of their ability or responsibility, and end-user complaints must be escalated to the next support level in a timely fashion. Provide recommendations for corrections, upgrades, and enhancements to application software, hardware, and procedures to designated staff.
• Works with the designated staff to identify resolutions or information that needs further documentation or entry into the knowledge database.
• Conduct informal training as directed.
• With approval from designated staff, develops SQL queries to create/produce special reports to obtain database information as requested by end-users.
• Communicate with coworkers, management, staff, Association members, the public, and others in a courteous and professional manner. Conform with and abide by all regulations, policies, work procedures, safety rules and regulations and instructions.
• Respond promptly and professionally when returning telephone calls and replying to correspondence, e-mail, and faxes. Use good grammar and professional writing skills in all customer contact. Provide high quality customer service to all internal and external customers.
• Prepare written documentation for training and articles on the supported application software. Continue to maintain knowledge on the application software as upgrades, release and legislative changes occur.

Qualifications

• Bachelor's Degree In computer science, criminology, IT education/ training, judicial system.  Required  
•  Can be substituted with four years’ work experience in computer science, criminology, IT education/training, judicial system and customer service support.  Required and
•  Knowledge of SQL, Informix, FTP, SSH, database structures and command-line-interface and Telnet. Required 
• Possess extensive working knowledge of customer service skills. 
• Possess a strong work ethic and ability to interact well with others. 
• Must be self-motivated and team oriented. 
• Possess strong analytical skills and be able to quickly switch project focus. 
• Possess excellent organizational, prioritization and strong time management skills. Must be able to work with tight deadlines and multitask. 
• Possess excellent written and verbal skills. 
• Employee must be dependable and reliable. 
• Basic knowledge of SQL, Informix, FTP, SSH, database structures and command-line-interface and TELNET a plus. 
• Knowledge and experience with the Florida court system and Clerk of Court is a great plus. 
• Ability to work with and trouble shoot personal computer and peripheral equipment via the phone, remote login or in person. 
• Current working knowledge or Microsoft Suite. 
• Ability to work with, trouble shoot computers, servers, routers, printers and standard office machines. 
• Current knowledge or Microsoft Windows, UNIX, MS-DOS and Informix operating systems. 
• Basic knowledge in writing SQL statements. 

Florida Association of Court Clerks and Comptrollers/Civitek offers a dynamic business culture that values, encourages, and includes the thinking and collaboration of our employees. We’re driven by the need to build something better! Civitek creates technology solutions that protect revenue, save time, and free up resources for Florida’s Clerks and Comptrollers.  What remains constant throughout our history of transformation is our dedication to our clerks, their constituents, our employees, and to the values on which Civitek was built: integrity, member/customer focused, simplicity, innovation, collaboration, ownership, and bring JOY.

Our employees enjoy an exceptional benefits package, including health, dental, vision, life, disability, paid leave time, a 401(k) plan, paid holidays, professional development, and an employee discount program.

So if you are ready to be a part of building something better, join our team!
Florida Association of Court Clerks and Comptrollers / CiviTek Solutions