SOFTWARE SUPPORT ANALYST SUMMARY OF FUNCTIONS

The Software Support Analyst provides assistance, advice, and solutions for computer software problems (e.g., operating systems, application malfunctions), investigating problems, identifying their root causes, and suggesting solutions and/or pathways to them.

SOFTWARE SUPPORT ANALYST ESSENTIAL DUTIES AND RESPONSIBILITIES

Handle software-related requests for assistance (problems)
Troubleshoot software and identify root causes of software problems
Analyze software related issues and propose solutions
Fix software problems and test (verify) solutions prior to implementing them
Obtain and log customer feedback for the purpose of process improvement
Document software support activities thoroughly, accurately, and in a timely manner
Make decisions quickly, sometimes with limited information
Review work log, customer feedback periodically with supervisor and other analysts and technicians, to identify and act on opportunities for improvement

ORGANIZATIONAL RELATIONSHIPS

Reports directly to the Technical Support Manager (Tech Support Manager). Works in conjunction with Software Development staff, Tech Support staff, and end users to develop quick, effective solutions to software problems.

PROCEDURES

The Software Support Analyst Job Description is mentioned in the following procedures:

Procedure ID and Name	Policies & Procedures Manual
ITSW110 Software Support	IT Policies and Procedures Templates /Software Development

SOFTWARE SUPPORT ANALYST QUALIFICATIONS

A bachelor’s degree in computer science or computer engineering is required, as is 5+ years of experience in software design, testing, and/or troubleshooting. The ideal candidate will have a certified software quality analyst, certified software tester, or similar designation. One year or more of experience with Remedy is required.

Must work well independently or as part of a team of software analysts and support technicians. Good communication skills (esp. listening) and the ability to work well with people at all levels (technical, non-technical, etc.) are essential. Strong analytical and problem solving skills are a must.

SOFTWARE SUPPORT ANALYST PHYSICAL DEMANDS

Ability to communicate orally with end users, vendors, management, and coworkers is crucial. Regular use of phone and email for communication is essential. Hearing and vision correctable to within normal ranges is essential for normal conversations, receiving ordinary information, and preparing or inspecting documents.

The ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office occasionally (accessing files/storage, office equipment, computers and other office productivity devices, attending meetings, etc.), is required.

Using a computer while sitting for extended periods is common. Must also be able to position self to maintain equipment, including under tables and desks.

No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying binders, laptops) may be required. Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, calculators, copiers, scanners).