Support Analyst
Harris Local Government - Remote

The Support Analyst is accountable for ensuring continuity of computer system services for software users by providing the technical expertise, assistance and project coordination necessary to maintain computer software products and resolve technical problems. A Support Analyst will provide application support to clients including answering complex questions, in depth troubleshooting, as well as contributing to a knowledge base, and serving as a support liaison between the company departments and the customer.

Providing high quality, friendly and prompt phone support for a variety of local government and utility software applications is the primary responsibility of this individual.  As a Software Support Analyst with Harris, this person will be part of a core team dedicated to providing the best service possible to over 450 Municipalities, Counties and Utilities in Maine.

Core responsibilities of the position include, but are not limited to, the following:

• Technical phone support to customers


• Diagnosing software issues / bugs, performing the appropriate fixes; working with other members of the technical support and software development teams in order to identify and resolve problems in a timely, efficient and effective manner.


• Installing and updating TRIO product line applications, integrated 3rd party applications and operating system and/or database applications


• Learning, understanding, implementing and training on a variety of software applications


• Identification and communication of additional revenue streams/opportunities within the support arena


• Providing regular and timely status reports and progress of assigned work to the Manager of Support Services


• Travel – less than 15%

The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment.  We also require several of the following attributes:

• 2+ years customer service experience in a technical environment


• Demonstrated track record of working effectively within a collaborative and cohesive, team based environment


• Excellent verbal and written communication skills


• Outstanding customer service and organizational skills


• Exceptional analytical, troubleshooting and problem solving skills


• Critical thinking skills and the ability to utilize resources is a must


• Positive, results oriented mindset


• Ability to multi-task effectively and to consistently meet assigned deadlines


• Self starter with ability to work well independently and in groups


• Ability to speak comfortably in front of a group of customers

Salary: $38,500.00