Software Support Specialist

Summary/ Objective

The Software Support Specialist is responsible for assessing, down-selecting, implementing, training, documenting, administering and supporting company software.  Good communications skills are required with the ability to work with all levels of the organization diplomatically and skillfully. The position requires strong organizational skills, technical and analytical skills and a high level of attention to detail. The Software Specialist must have the ability to prioritize issues, manage concurrent projects and provide software guidance, issue resolution and training.

Essential Functions

• Assess, Down select and Implement company software systems
• Assess company wants and needs for software solutions
• Collaborate with stakeholders as required
• Research and down select software solutions
• Present down selection comparison with recommended solution as required
• Manage/implement selected solution
• Administer and Maintain Company Software Systems
• Administer users and security within designated company software
• Upgrade software, databases and platforms
• Act as liaison between solution providers/solution providers and Company as required
• Act as Company Subject Matter Expert (SME) for designated software
• Document and Provide Software Reference User Guides for Company Software Systems
• Develop and maintain training media for company software
• Create user manuals/Software Reference Guides
• Create Tips & Tricks documentation for company software
• Report/Script Writing
• Analyze, develop and test reports for business operations/applications using client/server databases as required
• Develop and test SQL scripts used for electronic alerts and metrics for business operations/applications using client/server databases as applicable
• Provide Software Training and Customer Support
• Train employees on company software solutions via onboarding, scheduled classes, tips and tricks, and annual refresher training on critical software
• Customer Support
• Provide prompt, technical assistance to users
• Maintain detailed records of user support requests through ticketing system
• Diagnose and fix software application issues, data sync issues, etc.

Competencies (Knowledge, Skills, Abilities)

Technical Skills

• Software evaluation, selection, and implementation
• System administration and upgrades
• Troubleshooting and vendor coordination
• SQL scripting and report development

Documentation & Training

• Clear technical writing (guides, manuals, tips)
• Designing and delivering software training

Communication & Collaboration

• Strong stakeholder communication
• Ability to present recommendations clearly
• Customer support mindset

Project & Organizational Skills

• Project management and prioritization
• Change management awareness

Soft Skills

• Problem-solving
• Adaptability
• Attention to detail

Supervisory Responsibilities

This position works under minimal supervision. Assignments are received in the form of results expected, due dates and general procedures to follow. This position has no supervisory responsibilities.

Work Environment

Standard climate-controlled office environment with moderate noise from computers, printers, and light foot traffic. Occasional exposure to varying temperatures, loud machinery, moving mechanical parts, and airborne particles.

Position Type and Expected Hours of Work

Exempt, salary position. Expected to work a full‑time schedule and maintain the hours necessary to fulfill job responsibilities. Work hours may vary based on operational needs and can include occasional extended hours, weekend work, or adjusted schedules. Reliable attendance, flexibility, and the ability to meet deadlines are essential to success in this role.

Travel

This position requires an on-site presence at our Tucson, AZ office, and has no travel requirements. This position is eligible for a hybrid remote work schedule with the expectation of being in office 2x per week. You will be required to be on-site during systems implementation.

Required Education, Experience, Certification

• Bachelor's degree in software engineering, Computer Software Technology or related area of study
• Minimum three years’ experience in the following areas
• Software Systems
• Implementation
• Administration
• Support (Systems & User)
• Report/Script Writing
• User Training
• Project Management
• Supporting various software solutions (ERP) in a manufacturing environment
• Proficient in Microsoft O365, MS Project, MS Visio
• Knowledge of a General Business Flow

• Medical, Dental and Vision
• Paid Time Off
• 401K with company match
• 9/80 Schedule (Off every other Friday)
• NOI (Quarterly Profit sharing)