Job Description

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Technical Support Analyst

Provides systems analysis, troubleshooting and application support for multiple clients by coordinating efforts among interdepartmental resources. Monitor user calls/emails and maintain proprietary software systems and accounts within the organization. Duties include configuring and managing user accounts, diagnosing software faults and solving technical problems either over the phone or face to face. Aids in software application development by testing issues reported by the customer as well as internal testing prior to release and providing information to development so that issues can be resolved. A wide degree of creativity, latitude and discretion is expected to support the voice of the business.

  • Provide answers to end user questions about products and services
  • Responsible for defining, measuring, analyzing, implementing, and controlling client problems in a timely manner
  • Respond to the needs and questions of users with respect to general technical support, access, resources, and security
  • Update self-help documents and help desk portal
  • Perform user administration functions across all applications supported by TCDI
  • Responsible for defining, measuring, analyzing, implementing, and controlling client problems in a timely manner
  • Maintain ticketing systems adding improvements to ticketing system based on user need
  • Research computer software issues, test software issues and provide information to the development team so that issues can be resolved
  • Creates and executes test plans from application specifications and application analysis
  • Participates in the implementation and maintenance of systems that are scalable and maintainable with respect to TCDI’s current and future infrastructure
  • Promotes and applies principles of Lean Six Sigma (LSS) for continuous process improvement, reducing waste and variability, and enhancing overall customer satisfaction
  • Demonstrates and utilizes creative and effective problem solving skills
  • Execute sustainable proactive processes to monitor client application environments
  • Accurately performs tasks as documented and requested by senior staff
  • Collect measurable performance metrics, analyze metrics and make process improvements to improve metrics
  • Maintains and projects the company’s professional reputation
  • Contribute to maintaining a positive work environment that embraces TCDI culture.
  • Proficiency with PC hardware, standard software and specialized applications
  • General understanding of Linux systems
  • Prior software support experience
  •  0 – 4 years quality assurance, analysis and/or application experience
  • Excellent oral and written communication skills with ability to explain technical situations, present information and provide training
  • Software Support: 1 year (Preferred)
  • Ability to pass background checks
  • Work Location: Remote

If you are interested in joining our growing team then this may be the right opportunity for you. We look forward to hearing from you!

Job Type: Full-time
Required experience: Associate’s degree and 2 years of litigation support experience preferred. 

Job Locations: Remote employment

To apply please send your resume and cover letter to