Job Description

What we expect:

• Work closely with Crime Lab and Medical Examiner customers
• Respond/Troubleshoot/Resolve product and technical support issues reported by our clients within outlined SLAs
• Monitor the support ticket queue and take ownership or re-assign new tickets
• Respond quickly to customer calls and provide frequent updates so customers know their problems are being addressed via phone, email and ticketing system
• Develop a deep understanding of the functional and technical features of our applications and use this knowledge to address application related issues and questions
• Document and share knowledge through Knowledge Base, Internal Articles, and Knowledge Exchange Training sessions with team members
• Multitasking through multiple systems while troubleshooting with customers
• Log and document all support requests in the internal ticketing system

What we are looking for:

• Knowledge of Forensic Science and the workings of a crime laboratory or crime lab software
• Associate degree (A.A.) in a technical field or Software Engineering or equivalent from two-year college or technical school
• Ability to work independently and efficiently complete tasks
• Ability to work on multiple initiatives simultaneously with knowing how to manage time and priorities effectively
• Results driven professional with the ability to work well and deliver under pressure in a fast-paced environment.
• Passionate team member committed to team success.
• Adaptable and responsive to innovation and change, identifying areas for improvement, to support business success
• Successful communicator at all levels using all media, with excellent interpersonal skills.
• Demonstrates personal accountability, excellence and integrity

What will make you stand out:

• Software knowledge in C# with focus on interpreting log files. You will not be coding but understanding of code is preferred
• Basic Web Skills (HTML and JavaScript)
• Familiarity with wireframing tools
• MS SQL

- Ability to analyze and write store procedures
- Ability to read/write multi-join SQL scripts
- Strong Understanding of Indexes and Triggers
- SQL Profiler for debugging

Required Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Working Environment:

This job operates in a professional office environment or remote home office location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Periods of stress may occur.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stoop as necessary. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Expected Hours of Work:

Some flexibility in hours is allowed, but the employee must be available during the "core" work hours.

Travel:

Quarterly

AAP/EEO Statement

Harris Computer is an EEO/AA/Disability/Vets Employer.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

eQuest