Software Support Specialist

Job Description

Job Description

The Software Support Specialist provides first- and second-level technical support for enterprise software applications used by faculty, staff, and students across Stanbridge University. This role serves as a primary point of contact for resolving software issues, supporting enterprise applications, and delivering an exceptional customer service experience.

Working collaboratively with Information Technology, Academic Operations, Student Services, and third-party vendors, the Software Support Specialist helps ensure that enterprise applications remain reliable, accessible, and aligned with institutional needs through technical support, knowledge management, and continuous improvement.

Role Focus: This position is primarily focused on software support, application troubleshooting, knowledge management, technical documentation, user training, and customer service within the University's enterprise technology environment.

Essential Functions

• Provide first- and second-level technical support for enterprise software applications through phone, email, chat, remote support tools, and in-person assistance.
• Troubleshoot software functionality, user accounts, application configuration, permissions, workflow issues, and system errors while providing timely resolution.
• Document customer interactions, troubleshooting activities, and issue resolutions within the University's ticket management system.
• Create, maintain, and continuously improve internal support documentation, knowledge base articles, FAQs, and end-user guides to promote self-service and consistent support practices.
• Translate technical solutions into clear, concise, and user-friendly documentation for technical and non-technical audiences.
• Deliver user training and guidance to faculty, staff, and students to promote the effective use of enterprise software applications.
• Contribute to the University's Knowledge-Centered Service (KCS) practices by documenting new solutions, updating existing content, and improving knowledge resources.
• Escalate complex technical issues to internal technical teams, software vendors, or third-party support providers as appropriate.
• Meet established service level agreements (SLAs) while maintaining a high level of customer satisfaction.
• Identify recurring issues and recommend process improvements that improve efficiency and reduce support volume.
• Assist with software implementations, upgrades, testing, validation, and user acceptance activities.
• Support enterprise applications including Learning Management Systems (LMS), Microsoft 365, identity management solutions, and other institutional software platforms as assigned.
• Partner with cross-functional departments to improve software adoption, operational efficiency, and the overall user experience.
• Participate in departmental meetings, training activities, and professional development opportunities.
• Provide excellent service to students, faculty, staff, administrators, and external technology partners.
• Perform additional duties as assigned.

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, or an equivalent combination of education and experience.
• Minimum of two (2) years of experience providing software support, application support, technical support, or help desk support.
• Experience supporting cloud-based (SaaS) software applications.
• Experience working with ticket management systems such as Zendesk, Jira Service Management, Freshdesk, ServiceNow, Salesforce Service Cloud, or similar platforms.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Outstanding customer service skills with the ability to communicate effectively with technical and non-technical users.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting Learning Management Systems (Canvas, Blackboard, Moodle, D2L Brightspace, or similar platforms).
• Knowledge-Centered Service (KCS) experience or certification.
• Demonstrated experience creating technical documentation, knowledge base articles, user guides, FAQs, and software support documentation.
• Strong technical writing skills with the ability to develop clear, concise, and user-friendly documentation.
• Experience supporting higher education technology platforms.
• Familiarity with Microsoft 365, Microsoft Entra ID (Azure Active Directory), Single Sign-On (SSO), and identity management.
• Experience working within an ITIL or service management environment.
• Mid-Shift and Weekend availability preferred
• On-campus requirement in Irvine Ca

Compensation

$21.00–$24.00 per hour , commensurate with education, experience, and internal equity considerations.

Conditions of Employment

• A job-related assessment may be required during the interview process.
• Must be able to perform each essential function satisfactorily and be physically present on campus.
• Employment verification will be conducted to validate work experience as applicable.
• Offers of employment are contingent upon the successful completion of a background check.
• Official transcripts may be required for positions requiring a degree.
• Degrees earned outside the United States must be evaluated by a recognized credential evaluation service.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Work Environment

• Standard office environment.
• Duties are typically performed while sitting at a desk or computer workstation.
• Subject to frequent interruptions, noise from conversations or office equipment, and demanding timelines.
• Frequent interaction with faculty, staff, students, and external technology vendors.
• Occasional travel between campus locations may be required.

Physical Demands

• Regularly sits for extended periods.
• Physical ability to perform department-related duties.
• Proficient in using electronic keyboards, computers, and office equipment.
• Effective verbal communication via phone, video conferencing, and in person.
• Ability to read computer screens, technical documentation, and fine print.
• Able to lift, carry, and/or move objects weighing 10–25 pounds as needed.

Employee Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401(k))
• Exciting university events
• Seasonal motivational health and wellness challenges
• Work/Life Balance initiatives
• Onsite wellness program / Staff Chiropractor
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)

Institutional Values

Diversity and Inclusion

Stanbridge University's motto, "Strength through Diversity," reflects our deep commitment to honoring the diverse backgrounds of our students, faculty, staff, and surrounding communities. We strive to build an inclusive learning environment and uphold anti-discrimination practices in all aspects of university life.

Innovation and Technology

We embrace cutting-edge technology to enhance student learning and operational excellence by leveraging innovative systems, continuous improvement, and collaborative problem-solving to support institutional success.

Community Engagement

Through initiatives such as Stanbridge outREACH , students and employees are empowered to give back to local and global communities, cultivating compassion, civic responsibility, and social awareness.

Equal Opportunity Employer

Stanbridge University is an Equal Opportunity Employer. We are committed to building a diverse and inclusive workplace. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other protected status. All qualified applicants are encouraged to apply.