Journal Technologies · 11 hours ago
Intermediate Technical Support Analyst
Logan, UT
Full-time
Hybrid
Entry, Mid Level
2+ years expJournal Technologies is a company focused on creating and implementing enterprise software that supports the administration of justice. They are seeking an Intermediate Technical Support Analyst to provide technical software support, ensuring exceptional customer service and resolving complex technical issues.
Information TechnologySoftware
No H1B
U.S. Citizen Only
Responsibilities
Respond promptly to customer support requests via telephone, email, and support portal
Troubleshoot and resolve software and technical issues using established methods; escalate issues when they cannot be resolved within defined guidelines
Track escalated tickets to ensure follow-up and resolution within service level agreements (SLAs)
Collaborate with Product and Professional Services staff to provide information that assists in resolving escalated issues
Prioritize, log, and track issues through resolution, ensuring accurate documentation in the support Knowledge Base
Keep customers informed on the status of tickets using approved communication channels, including phone, email notifications, and portal updates
Stay current with product changes and updates by participating in training and reviewing release documentation
Contribute to ongoing process improvements within the support team by identifying recurring issues and recommending adjustments to procedures
Provide after-hours emergency support on a scheduled rotational basis (weekly on-call assignments)
Occasionally travel to customer sites to provide support, as assigned
Qualification
Required
Certificate or Diploma in Information Technology preferred, or equivalent related experience
2+ years of technical support experience with web-hosted, on-premise, and/or cloud-based software applications
Working knowledge of common platforms such as Java, HTML, and SQL sufficient to support, troubleshoot, and document issues
Experience with SQL queries and basic development (PL/SQL, Transact-SQL) to assist in troubleshooting and reporting
Hands-on experience providing support for Java applications, including troubleshooting and maintenance
Experience providing technical support to remote customers
Excellent verbal and written communications skills
Ability to manage multiple concurrent tasks
Ability to work with internal stakeholders to ensure issue resolution
Dedicated commitment to customer success
Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems
Ability to dig into a complex system to determine the underlying issue, and enjoy solving it
Preferred
Familiarity with scripting languages (e.g., Groovy, JavaScript) is a plus but not required
Exposure to reporting tools such as Crystal Reports is a plus
Familiarity with the justice field and terminology is an asset, but not required
Benefits
Quality medical, dental and vision coverage.
Competitive paid time off as well as paid holiday time.
401(k) retirement (US) and GRRSP (CDN) programs.
Annual professional development funds - $1,500 USD annual per employee.
Book subscriptions with an extensive library in each office for personal and professional growth.
Flexible working hours which you can coordinate with your supervisor.
Ability for employees to work from a remote location (e.g., home) or office.
Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other issues important to the employees.
Travel opportunities between Journal Technology offices and with clients.
Company
Journal Technologies
Journal Technologies provides case management software solutions for courts and agencies in the United States.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2023-03-24Secondary Market
2013-09-17Acquired
Leadership Team
Scott Monchunski
Partner
Recent News
GlobeNewswire
2026-01-22
2025-04-08
Company data provided by crunchbase