Software Service Desk Technician bei US Equestrian

Under the general direction of the Assistant Director, Product & Data Services, this position serves as the first point of contact for internal software support requests, focusing on bug fixes and quick-action Jira tickets. This role is designed to distinguish between immediate technical issues and larger-scale requests that require planning and collaboration with staff.

Duties and Responsibilities:

• Act as a friendly, knowledgeable first point of contact for software bug and feature requests submitted via Jira.
• Assist users in submitting clear and complete software tickets.
• Classify and prioritize incoming tickets based on urgency and impact; escalate as needed.
• Gather and clarify information from users to support accurate bug reporting.
• Reproduce bugs and locate error reports when applicable.
• Communicate with users via phone to quickly assess and prioritize urgent issues.
• Convert tickets into actionable tasks and assign them to the appropriate product backlog.
• Collaborate with product owners, project managers, and developers to reduce context switching and improve workflow.
• Monitor ticket status, provide updates to users, and ensure full resolution before closure.
• Develop a working understanding of USEF software systems.
• Support QA testing efforts and coordinate with the Quality Control Analyst to determine priorities.
• Manage access permission requests in accordance with established policies.
• Generate reports on ticket trends and performance metrics as needed.
• Participate in scrum meetings and team planning sessions as required.

Required, Knowledge, Skills & Abilities:

• Provide exemplary customer service to staff and members, with an emphasis on being helpful and finding resolutions that comply with the Federation’s strategic plan and information technology policies.
• Ability to multitask and prioritize effectively.
• Excellent organizational and problem-solving skills.
• Creative thinking and adaptability in troubleshooting.
• Willingness to learn and write basic SQL queries for issue investigation.
• Strong interpersonal skills and ability to communicate tactfully.
• Ability to remain calm and professional under pressure, especially during tense user interactions.

Education and Experience:

• Associate’s degree or higher, or equivalent experience.
• Proficiency with computers, data entry, and software systems.

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift at least 10 pounds and occasional lifting and/or moving 25 pounds or more.

US Equestrian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, national origin, disability status, marital status, protected veteran status, or any other characteristic protected by law. We strongly encourage applications from black, indigenous, and people of color, immigrants, women, people with disabilities, members of the LGBTQIA+ community, and other underrepresented and historically marginalized groups.