Software Support Specialist

Winona IT • Warsaw, IN

2d

About The Position

The Software Support Specialist is the primary point of contact for customers using custom applications built and supported by Winona IT. The role provides responsive, effective service when issues arise and works with customers and internal development teams to investigate, resolve, test, and document application issues and changes.

The specialist monitors and resolves support tickets within service-level agreements, communicates with customers by phone, email, and screen sharing, reproduces reported issues, and prepares defect reports for development teams. The role also participates in an on-call rotation for urgent weeknight and weekend tickets, creates and executes manual and regression tests, verifies acceptance criteria, and contributes to support documentation and process improvements.

Requirements

• 2–3 years of technical IT service experience.
• Experience with Active Directory, networking, and Microsoft 365.
• CompTIA A+ certification.
• Microsoft 365 Fundamentals certification.
• Ability to read, write, speak, and understand English.
• Excellent communication skills and ability to collaborate effectively within a team.
• Eagerness to learn and grow in a dynamic IT environment.
• Excellent problem-solving skills and attention to detail.
• Ability to make independent decisions when circumstances warrant.
• Ability to deal tactfully with various personalities.
• Ability to work under pressure.
• Ability to interact effectively and professionally with customers and third-party vendors.

Nice To Haves

• CompTIA Network+ certification.
• Cisco Certified Support Technician certification.

Responsibilities

• Monitor, triage, and resolve customer support tickets for Winona IT-managed applications within SLAs, escalating when appropriate.
• Communicate with customers by phone, email, and screen share to gather details, guide them through application functionality, and provide updates through resolution.
• Reproduce reported issues and write clear, actionable defect reports for development teams.
• Participate in an on-call rotation for urgent customer tickets on weeknights and weekends.
• Contribute to internal support documentation and knowledge base articles.
• Work with development teams throughout the development lifecycle, including participating in refinement to identify testing and documentation impacts of upcoming work.
• Assist with verifying acceptance criteria for in-process work items.
• Create and execute manual test cases, including regression testing.
• Assist with creating and maintaining documentation as applications change.
• Identify recurring issues and documentation gaps, and recommend product and internal quality and support process improvements.

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k) with employer match.
• Generous paid time off.
• Paid holidays.
• Disability coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed