Software Support Technician

San Diego, CA USA•San Diego, CA

About The Position

Component Control, a CAMP Systems company, is seeking a Software Support Technician to maintain customer satisfaction by providing remote software system support, identifying system improvements, upgrading, installing, and configuring systems, and training end users onsite, in classrooms, and remotely. The role provides Tier I help desk support for incoming service requests, including the Emergency Support line, and works directly with clients to troubleshoot issues and explain corrective steps clearly. The technician owns issues through resolution, documents information for specialists when needed, and contributes to internal support knowledge resources. The position requires regular rotational after-hours on-call support, including availability beyond normal business hours and on weekends. Candidates must be able to work a flexible shift schedule and operate independently with a high degree of productivity and reliability. The role may also involve other duties as assigned.

Requirements

Associate degree or equivalent from a two-year college or technical school and at least two years of related experience and/or training, or an equivalent combination of education and experience.
Ability to multitask and work in a fast-paced environment.
Ability to read, analyze, and interpret technical procedures and understand general business correspondence.
Ability to present information effectively and respond to questions through multiple communication methods with internal and external stakeholders.
Knowledgeable in current networking standards.
Familiarity with system administration.
Fluency with Microsoft Server and Windows operating systems.
Intermediate to advanced knowledge of Microsoft Office, including Outlook and Excel.
Hardware and software troubleshooting experience in environments serving local and remote users.
Ability to be on call beyond normal business hours and on weekends and participate in regular rotational after-hours on-call support.
Ability to work a flexible shift schedule and operate independently with a high degree of productivity and reliability.

Nice To Haves

Exposure to or experience preparing and presenting basic software training information.
Knowledge of or experience in the aviation industry.
Bilingual ability, with Spanish preferred.
Knowledge of accounting processes; strongly preferred.
Knowledge of accounting systems such as QuickBooks or Great Plains.
Knowledge of client/server software systems, SQL, and Oracle database systems.
Experience with Quantum Control; a major plus.

Responsibilities

Troubleshoot, diagnose, identify, and resolve software issues through research, testing, and remote screen sharing.
Provide Tier I support by answering the help desk phone line and email for incoming service requests, including the Emergency Support line.
Identify problems, research answers, and guide clients through corrective steps quickly, clearly, and without jargon.
Escalate incidents to Senior Support Engineers and alert the manager to priorities and problems.
Advise customers on effective software use based on best practices and customer business processes.
Collect and document necessary information for the appropriate specialist when unable to provide a solution.
Follow through on calls and issues until they are resolved.
Create and maintain working documents, including processes, procedures, FAQs, and known errors, contributing to a working knowledgebase.
Adhere to Software Maintenance Agreement timelines and requirements.
Assist other help desk Technicians as needed.
Upgrade, install, and configure systems and provide onsite, classroom, and remote end-user training.
Perform other duties as assigned.