Description

Provide technical support and troubleshooting for proprietary research software.

Responsibilities

• Resolve Tier 1 security requests, perform cache refreshes, and update data using internal software tools.
• Investigate and troubleshoot Tier 2 level issues within proprietary research software.
• Document troubleshooting steps and resolutions in Atlassian Jira Service Desk.
• Manage and update knowledgebase articles to improve support efficiency.
• Perform UAT and smoke testing prior to software deployment.

Required Skills

• Bachelor’s Degree in Science or Computer Science, or an Associate’s degree in a related field.
• 5+ years of experience in a technical support or similar role.
• Proficiency with MS Office and MS Excel.
• Experience using Jira and Service Desk.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to learn proprietary research processes and systems quickly.

Preferred Skills

• Basic SQL scripting.
• Bilingual in English and Spanish.

Key Skills

Education

Bachelor’s Degree