Software Support Technician I

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for incoming Service Desk calls related to Solarity software.

• Direct tickets, perform password resets, address break/fix issues, respond to automated alerts, and escalate matters to level II or level III Service Desk associates.

• Deliver remote customer support.

• Generate comprehensive work logs and process documentation utilizing Jira Service Management.

• Implement software upgrades and oversee the scheduling of updates and hotfixes in client environments.

• Configure proprietary configuration files.

• Administer bug fixes and software enhancements.

• Resolve issues promptly to ensure customer satisfaction and minimize downtime.

• Execute additional responsibilities as designated by Service Desk leadership.

• Cultivate an understanding and proficiency in phone and email etiquette, change control, PHI management, and network security protocols.

⛳️ Requirements

• A minimum of 1 year of technical support experience or an Associate’s degree in a relevant field is required.

• Capability to research, troubleshoot, and resolve technical issues.

• Ability to guide and assist other technicians toward effective resolutions.

• Excellent presentation and communication skills.

• Strong attention to detail.

• Availability for on-call duties is required.

• Experience in implementing or maintaining software solutions is preferred.

• Familiarity with Citrix, JSON, Windows Deployment Services, and XML is advantageous but not mandatory.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work hours and remote work options.

• Supportive and collaborative work environment.