Software Service Desk Technician

Job DescriptionJob Description

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 :

Education and Experience :

Physical Requirements :

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