Software & Application Support Specialist

Family First Homecare • Tampa, FL

8d

About The Position

Family First Homecare provides exceptional homecare services to children with life-long health conditions. We live by our values of telling the truth, owning the details, and raising the bar, working hard to make your job an experience that you enjoy every day. Family First gives you the support you need to do your best work and provide exceptional one-on-one care to your patients in the comfort of their homes. Join us become a part of our family and the families you care for. The Software & Application Support Specialist supports Family First Home Care’s mission by ensuring reliable, secure, and user-friendly software systems that enable our teams to focus on delivering exceptional care. This role provides Tier 1 (first level, front line) application support across multiple business systems, combining strong technical troubleshooting skills with a customer-first mindset. The Specialist plays a key role in system adoption, day-to-day support, and continuous improvement of enterprise and department-specific applications.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Systems, or a related field preferred; equivalent relevant professional experience will also be considered.
• 2+ years of experience in a healthcare or business environment preferred.
• Experience with operational support activities and/or supporting enterprise and departmental software systems including implementations and enhancements.
• Strong troubleshooting, analytical, and problem-solving skills.
• Working knowledge of data security, access control, and compliance requirements; HIPAA familiarity preferred.
• Excellent written and verbal communication skills with a strong customer-service orientation.
• Ability to manage multiple priorities while maintaining attention to detail.
• Familiarity with application support and issue-tracking best practices.
• Proactive, resourceful, and comfortable working independently and collaboratively.
• Valid driver license with proof of insurance
• Must be able to lift up to fifteen (15) pounds
• Frequent use of office machines to include telephone, computer, and printer
• Ability to travel up to 10% as needed

Responsibilities

• Serve as the first point of contact for software and application support requests through the company’s ticketing system (Desk365).
• Troubleshoot and resolve Tier 1 issues; document actions clearly and escalate efficiently when higher-level support is required.
• Manage and track support tickets in alignment with service level agreements (SLAs), ensuring timely response and resolution.
• Collaborate with advanced technical support, vendors, and cross-functional teams to share detailed issue information, assist with resolutions, and support system-related projects and implementations.
• Act as the primary support contact for assigned business systems by providing advanced user support, assisting with configurations, coordinating updates, and maintaining clear documentation.
• Promote secure system use by monitoring access permissions, following security protocols, and reporting potential risks or incidents, including HIPAA and regulatory compliance concerns.
• Support software implementations, enhancements, and testing efforts to ensure smooth rollouts and minimal disruption to operations.
• Maintain and enhance the software knowledge base, including FAQs and user guides, to support self-service and consistent system use.
• Assist with system audits, compliance reviews, and documentation to support organizational and regulatory requirements.
• Support incident response during system outages, ensuring accurate communication, documentation, and follow-up.
• Stay current on software updates, features, and emerging tools to anticipate impacts on workflows and user experience.
• Communicate professionally and effectively with team members across clinical, operational, and administrative departments.
• Partner with business units to understand system usage, identify improvement opportunities, and enhance workflows that support patient care and operational efficiency.
• Participate in ongoing learning and development to remain current with company systems, best practices, and evolving technologies.
• Support organizational initiatives and projects as assigned, contributing technical insight and follow-through.
• Assist with the adoption and responsible use of AI and emerging technologies to improve workflows, strengthen user support, and increase system efficiency.

Benefits

• Training Opportunities: Our patient-specific training and Preceptor Program give you the confidence and skills to provide exceptional care, and advance your skills to elevate your career.
• 1:1 Nurse-to-Patient Ratio: No more juggling patients and running from room to room. Our 1:1 ratio allows you to build a relationship with your patient and provide them with focused quality care.
• Flexible Scheduling Options: Find the work-life balance that works for you.
• Benefits and weekly pay: We provide full and part-time benefits built strategically to support you professionally and personally.
• Community Involvement: Find purpose beyond your job and contribute to the wellbeing of your entire community.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level