Software Support Specialist

R.E. Darling Co.•Tucson, AZ

7d•Hybrid

About The Position

The Software Support Specialist assesses, selects, implements, administers, documents, trains users on, and supports company software. The role works with stakeholders across the organization and requires strong communication, organization, technical and analytical skills, attention to detail, issue prioritization, and the ability to manage concurrent projects. The position works under minimal supervision and has no supervisory responsibilities. The Specialist evaluates software needs and options, presents recommendations, implements selected solutions, administers users and security, upgrades software and related databases and platforms, and serves as a subject matter expert and liaison with solution providers. The role also develops and tests reports and SQL scripts, produces user guides and training materials, delivers employee training, and provides technical support through a ticketing system. The position is based at the Tucson, Arizona office and is eligible for a hybrid schedule, with an expectation of working in the office two days per week and being onsite during systems implementations. There are no travel requirements. The work environment is a standard climate-controlled office with moderate noise from computers, printers, and light foot traffic; occasional exposure to varying temperatures, loud machinery, moving mechanical parts, and airborne particles is noted. The position is salaried and exempt, with a full-time schedule. Hours may vary with operational needs and may include occasional extended hours, weekend work, or adjusted schedules.

Requirements

Bachelor’s degree in software engineering, Computer Software Technology, or a related area of study.
At least three years of experience in software systems implementation, administration, and support (systems and users).
At least three years of experience in report and script writing, user training, and project management.
At least three years of experience supporting various software solutions, including ERP, in a manufacturing environment.
Proficiency in Microsoft O365, MS Project, and MS Visio.
Knowledge of general business flow.
Strong communication, organization, technical and analytical skills, and attention to detail.
Ability to prioritize issues, manage concurrent projects, provide software guidance, resolve issues, and deliver training.
Ability to work diplomatically and effectively with all levels of the organization.

Responsibilities

Assess company software needs and collaborate with stakeholders.
Research, evaluate, and down-select software solutions; present comparisons and recommendations as needed.
Manage and implement selected software solutions.
Administer and maintain company software systems, including user access and security.
Upgrade software, databases, and platforms.
Coordinate with solution providers and serve as a subject matter expert for designated software.
Create and maintain user manuals, software reference guides, tips and tricks documentation, and training media.
Analyze, develop, and test reports for business operations and applications using client/server databases as required.
Develop and test SQL scripts for electronic alerts and metrics as applicable.
Train employees on company software through onboarding, scheduled classes, tips and tricks, and annual refresher training on critical software.
Provide prompt technical assistance to users and maintain detailed support-request records in the ticketing system.
Diagnose and resolve software application and data synchronization issues.