Software Support Specialist (Help Desk)

Description: The Managers team supports software users for research for Latin America, Hawaii and Puerto Rico. 4 people on team + Manager. Day to day: service desk application support for in house software that researchers use on daily basis. They will take ticketing system calls, share screens w/ users and walk people through process and do training with software. No coding requirements for role. Focus more on skills like agriscience and bio tech part with some tech skills like SQL but not an expert - basic SQL. This is more of a specialized service desk and not IT Service Desk. Specializing in research Software. They have in house software that they support in the FSD group = Farming Solutions & Digital. The group is focused on seed production and doing inside research. They will train and get person up to speed on the SW. Don’t expect them to have the specific software experience as this is a proprietary software. Key skills: SQL, Azure (not advanced but knowing what to look for), Active Directory, Windows as software runs on windows PCs. Basic SQL is more than enough. Analytical Skills: Need more analytical skills. 80% of time supporting tier 1 tickets but another team wants to utilize this person and they are more specialized (seed genetics and bio sciences). Science: Interest in agri science. The position could become full-time or long-term contract. Examples of tickets: a lot of software setup, security requests, troubleshooting software. They have a knowledge base of articles they can use. They have a Jira ticketing system (nice to have). They will help solve issues or escalate to tier 2. Those experts w/the right access can solve or escalate to the developers as needed. The team receives 1000+ tickets per month to the service desk. Ticket volume depends on planting season when users are out in the field they could have more tickets about mobile apps, etc. 15-20 tickets per day. During slower time they can write articles with their guidance and templates. They support software rollouts and communicate with development teams. Responsibilities: Resolve Tier 1 level security requests, perform cache refreshes, update data through software tools. Perform Tier 2 level investigation and troubleshooting of proprietary research software. Record troubleshooting steps and resolution details in Atlassian Jira Service Desk. Learn proprietary research processes and systems to provide software solutions. Manage and update knowledgebase articles Perform UAT and smoke testing prior to software deployment Develop and implement deployment plans for new software tools including writing technical documentation, creating training videos, and presenting live training demos.Skills / Experience: Bachelor's degree in Science or Computer Science, or Associate's degree in similar fields Proficient in MS Office and MS Excel Basic SQL scripting preferred Strong analysis and problem-solving skills Excellent written and verbal communication Self-motivated, resourceful and innovative Ability to learn quickly and manage priorities in a fast-paced development environment Go-getter attitude Ability to work as part of a large, culturally diverse group, as well as independently Bilingual Preferred English / SpanishEst. # of work hours per week: 40Desired Start Date: 2-3 weeks from acceptance dateEstimated End Date:(Project end date or 12/31 for Run & Maintain) 12/31/2024Skills:Software support, SQL, Active directoryTop Skills Details:Software support,Sql, Active directoryAdditional Skills & Qualifications:Bilingual in English and Spanish preferred.Experience Level:Intermediate LevelAbout TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.