Software Support Analyst

The Software Support Analyst provides technical and functional support to end users, serving as a key member of the Customer Support Team. In this role, you handle incoming service requests, troubleshoot issues related to proprietary software and Windows server environments, and ensure that customer problems are resolved efficiently and professionally. You work closely with internal teams, contribute to process documentation, and continuously develop your technical skills to support integrated products in a dynamic, technology-focused environment.

Responsibilities

• Serve as the primary point of contact for incoming customer support requests and inquiries.
• Answer calls to the Customer Support Desk and accurately capture information for all service requests.
• Manage and resolve a wide range of customer support requests, including advanced technical issues related to proprietary software and Windows server environments.
• Independently troubleshoot and solve problems using experience and established procedures.
• Resolve the majority of end user technical issues without the need for further escalation or call routing.
• Coordinate with internal teams as needed to manage and resolve customer support requests.
• Communicate the status of support requests clearly and promptly to customers and internal stakeholders through meetings and other channels.
• Conduct on-site system reviews, including in-person troubleshooting of deployed solutions.
• Work rotating on-call shifts, including nights, weekends, and holidays, to support customers and maintain service continuity.

Essential Skills

• Bachelors degree in a related field, or equivalent experience; an associates degree in a related field with 2+ years of relevant experience is also acceptable.
• Ability and willingness to work rotating on-call shifts, including nights, weekends, and holidays.
• Hands-on working experience with Windows terminals.
• Hands-on working experience with Linux terminals.
• Strong technical support capabilities, with the ability to troubleshoot software and server-related issues.
• Customer service skills with a focus on clear communication, responsiveness, and professionalism.
• Excellent verbal communication skills, including the ability to explain technical concepts to diverse audiences.
• Excellent written communication skills for documenting issues, processes, and resolutions.
• Ability to work independently as a problem solver, taking ownership of issues from identification through resolution.
• Confidence in public speaking and presenting technical information in meetings or customer interactions.

This is a Permanent position based out of Chesapeake, VA.

The pay range for this position is $60000.00 - $70000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits: We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including: Competitive paid time off, starting with 15 days of vacation, increasing with tenure, plus 11 paid holidays, a personal day, and a community service day 6 paid sick days annually Paid parental leave 100% employer-paid health and dental insurance for employees, with generous dependent coverage contributions 401(k) with company match (currently dollar-for-dollar up to 5% of salary) Company-paid life insurance, plus short-term and long-term disability insurance Flexible Spending Accounts (medical, dependent care, and limited FSA options) with employer contributions for eligible medical plans Annual benefit allowance for optional employee benefits Continuing education assistance and support for professional development Optional benefits include accident insurance, legal services, identity theft protection, adoption assistance, education assistance, and student loan repayment assistance

This is a Permanent position based out of Chesapeake, VA.

This position is anticipated to close on Oct 27, 2026.

This is a hybrid position in Chesapeake,VA.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.