ILUS - 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 #J-18808-Ljbffr Daifuku