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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Software Support Specialist - **Company:** Stanbridge University - **Location:** Costa Mesa, CA, United States - **Experience:** Experienced - **Salary:** $43,680.0 - $49,920.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Application Configuration Access Protocols, Software Applications, Computing Platforms, JIRA, Software as a Service, Cloud Computing, Learning Management Systems, Desire2Learn, Desktop Computing, Identity and Access Management, Knowledge Management, Moodle, Azure Active Directory, Remote Service Software, Salesforce.Com, Single Sign-On, Software Engineering, Product Software Implementation Methods, Enterprise Software Applications, Software Troubleshooting, Information Technology, Blackboard, Zendesk, Servicenow, User Accounts - **Published:** July 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b74055a0562bfb85 ## About the Role * 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, * 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. ## 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., 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. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [Best Coding Boot Camps in Germany](https://www.wearedevelopers.com/magazine/237-best-coding-boot-camps-in-germany) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Steps to Get a Software Engineer Internship](https://www.wearedevelopers.com/magazine/160-steps-to-get-a-software-engineer-internship)