Software Support Specialist I

Overview

The Software Support Specialist (Level 1) is an entry-level role within the software support organization. This position serves as the first point of contact for customers seeking assistance with supported software applications and systems. The L1 Specialist focuses on initial triage, basic troubleshooting, issue documentation, and timely escalation of incidents following established support procedures. This role is designed to build foundational technical, customer service, and support process skills, with close guidance from senior support staff.

Responsibilities

Serves as the first-line responder for customer-reported software and system issues via phone, email, or ticketing system

Performs initial problem identification, triage, and basic troubleshooting using documented procedures and knowledge base articles

Accurately logs, updates, and tracks support cases in the help desk or CRM system

Gathers required diagnostic information, logs, and screenshots to assist in issue resolution

Resolves common, well-documented issues and requests within defined service-level guidelines

Escalates complex, unresolved, or high-impact issues to Level 2 or higher support according to escalation procedures

Communicates clearly and professionally with customers regarding issue status, next steps, and expected outcomes

Follows defined support workflows, incident management processes, and documentation standards

Participates in training, shadowing, and knowledge transfer activities to build technical competency

Contributes to knowledge base content by identifying gaps and suggesting improvements

Assists with customer-related or job-related tasks as assigned

Qualifications

Associate or bachelor’s degree in information systems, Computer Science, Software Engineering, or a related field, or equivalent technical training or experience

0–2 years of experience in a technical support, help desk, or customer service role

Familiarity with basic software troubleshooting concepts and customer support practices is preferred

Excellent verbal and written communication skills

Self-motivated and detail-oriented

Creative thinking and problem-solving skills

Ability to lead work teams and projects effectively

Ability to multi-task while maintaining attention to detail and deadlines

Ability to learn new technologies

Team-oriented and collaborative

Knowledge and Skills

Basic understanding of software applications, operating systems, and common IT concepts

Ability to follow documented troubleshooting steps and support procedures

Strong customer service mindset with a professional and courteous demeanor

Effective verbal and written communication skills

Ability to gather accurate information and document issues clearly and consistently

Strong attention to detail and organizational skills

Willingness to learn new systems, tools, and technologies

Ability to work effectively in a team-oriented support environment

Time management skills and ability to prioritize tasks under guidance

Salary Range: $65,000.00-$70,000.00

EOE Minorities/Women/Disabled/Veterans

Federal Contractor

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Job Posting Min Salary
USD $65,000.00

Job Posting Max Salary
USD $70,000.00