IT Software Support Specialist

Job Title: IT Software Support Specialist
Department: Information Systems
Reports To: IT Software Operations Supervisor
FLSA Status: Non-Exempt
Pay Grade: 08
Approved By: Manager of Engineering and Software
Approved Date: 9-29-2025

POSITION SUMMARY

The IT Software Support Specialist is responsible for supporting end-users, enhancing their software and technology experience, and serving as the primary liaison between staff and third-party technology providers. This role includes troubleshooting, issue resolution, system administration, and process improvement to ensure efficient operations across all POA departments.

ESSENTIAL FUNCTIONS

• Communicate technical requirements and solutions clearly and professionally to both technical and non-technical staff, as well as vendors, to ensure collaboration and progress.
• Apply diagnostic and problem-solving skills to deliver excellent customer service and resolve issues effectively.
• Identify manual or inefficient processes and recommend system-based solutions.
• Collaborate with stakeholders and IT leadership to review and validate system designs against business requirements.
• Manage workload priorities to ensure timely delivery of quality software solutions.
• Develop and manage testing plans; oversee system and process testing for software updates.
• Maintain strong knowledge of all POA departments and their software use to provide effective support.
• Serve as administrator for back office, POS, and other software systems, including setup, configuration, training, troubleshooting, reporting, and vendor communication.
• Perform additional duties as assigned.
• Maintain regular attendance and participate in the on-call rotation every 4–6 weeks, with minimal overtime expected.

QUALIFICATIONS

Education/Experience: Bachelor’s degree or higher with at least three years of related experience.

Technical Knowledge:

• Ability to troubleshoot software across multiple platforms.
• Familiarity with Windows Workstation (through Windows 11), MSSQL, and MySQL.
• Proficiency with Active Directory and Group Policy (user management, permissions, and policies).
• Advanced Microsoft Office Suite skills (Excel, Access, Word).
• Experience with reporting tools such as Crystal Reports, SSRS, or Power BI (database skills a plus).

Skills: Excellent written and verbal communication skills with the ability to work effectively across departments.

LANGUAGE SKILLS

Ability to read and interpret contracts, technical specifications, user guides, and procedure manuals. Capable of writing clear reports and correspondence. Skilled at presenting information effectively to groups of employees, vendors, or management.

MATHEMATICAL SKILLS

Ability to perform basic arithmetic operations (add, subtract, multiply, divide) with whole numbers, fractions, and decimals.

REASONING ABILITY

Ability to apply logical problem-solving to follow detailed written and verbal instructions. Capable of resolving issues involving limited variables in challenging situations.

PHYSICAL REQUIREMENTS

• Frequent sitting, using hands, reaching, talking, and hearing.
• Occasional standing, walking, stooping, kneeling, crouching, climbing, or crawling.
• Ability to lift or move up to 50 pounds regularly.

WORK ENVIRONMENT

Moderate noise level.