Software Support Specialist

Job Overview The primary purpose of this job position is to be the primary point of contact for customers using the custom applications Winona IT builds and supports, providing responsive, effective service when issues arise.

Customer Support

• Monitor, triage, and resolve customer support tickets for Winona IT-managed applications within SLAs, escalating when appropriate
• Communicate directly with customers by phone, email, and screen share, gathering details, guiding users through application functionality, and providing clear updates through resolution
• Reproduce reported issues and write clear, actionable defect reports for development teams
• Participate in an on-call rotation for urgent customer tickets on weeknights and weekends
• Contribute to internal support documentation and knowledge base articles

Quality & Documentation

• Work with development teams throughout the development lifecycle, participating in refinement to identify testing and documentation impacts of upcoming work
• Assist with verification of acceptance criteria of in-process work items
• Create and execute manual test cases, including regression testing
• Assist with creating and maintaining documentation as applications change
• Identify recurring issues and documentation gaps, and recommend improvements to products as well as internal quality and support processes

Requirements

Qualifications

To perform this job successfully, an individual must be able to perform each key responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to read, write, speak and understand the English language
• Excellent communication skills and the ability to collaborate effectively within a team
• Eagerness to learn and grow in a dynamic IT environment
• Excellent problem-solving skills and attention to detail.
• Ability to make independent decisions when circumstances warrant such actions
• Ability to deal tactfully with various personalities
• Ability to work under pressure
• Ability to interact effectively and professionally with customers and third-party vendors

Education and/or Experience

• 2-3 years technical IT service experience
• Experience in Active Directory, Networking and Microsoft 365
• Required: CompTIA A+, Microsoft 365 Fundamentals
• Preferred: CompTIA Network+, Cisco Certified Support Technician

Benefits

You'll fit right in if you...

• Believe meaningful relationships are the foundation of great work
• Are endlessly curious and committed to getting better every day
• Take pride in creating raving fans, not just satisfied clients
• Lead with integrity and respect in everything you do

What We Offer

• Your health, covered - Medical, dental, and vision insurance
• Your future, invested - 401(k) with employer match
• Your time, respected - Generous PTO plus paid holidays
• Your peace of mind - Disability coverage when life happens