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# Software Support Specialist

- **Company:** Computerworks Inc.
- **Location:** Albany, NY, United States
- **Salary:** $55,000.0 - $75,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Software Applications, Application Testing, Business Software, Databases, Issue Tracking Systems, Remote Service Software, Software Configuration Management, Software Deployment, Software Engineering, SQL Databases, Web Applications, Scripting, Enterprise Software Applications, Software Security, Information Technology
- **Published:** October 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f625fb50549bc993

## About the Role

* Experience in software support, technical support, help desk services, or a related role.
 * Familiarity with Windows operating systems and common business applications.
 * Basic understanding of software installation, configuration, and troubleshooting.
 * Ability to investigate technical issues and explain solutions clearly.
 * Familiarity with ticketing systems and support documentation.
 * Basic knowledge of databases, networking, or application logs is beneficial.
 * Strong written and verbal communication skills.
 * Customer-focused approach with patience and attention to detail.
 * Ability to prioritize multiple support requests and manage time effectively.

Preferred Qualifications

 * Associate or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
 * Experience supporting enterprise software, desktop applications, or web-based platforms.
 * Familiarity with SQL, API troubleshooting, or basic scripting.
 * Knowledge of remote support tools and software deployment processes.
 * Experience with IT service management practices or incident tracking.
 * Relevant certifications, such as CompTIA A+ or IT support credentials.

## Description

The ideal candidate combines technical troubleshooting skills with strong customer service and communication abilities. This position involves investigating reported issues, documenting solutions, assisting with software installations and updates, and collaborating with technical teams to improve the user experience.

Responsibilities

 * Provide technical support for software applications, operating systems, and business tools.
 * Respond to user support requests and troubleshoot application errors and functionality issues.
 * Diagnose software configuration problems, installation failures, and compatibility issues.
 * Guide users through software setup, configuration, updates, and basic troubleshooting.
 * Record support requests, investigation steps, resolutions, and follow-up actions in a ticketing system.
 * Reproduce reported issues and gather relevant information for further investigation.
 * Escalate complex software defects to developers or senior technical support staff.
 * Assist with application testing, software updates, and troubleshooting after releases.
 * Maintain support documentation, troubleshooting guides, and frequently asked questions.
 * Help users understand application features and follow recommended usage practices.
 * Monitor recurring issues and identify opportunities to improve support procedures.
 * Follow company policies for data protection, account access, and software security.
 * Collaborate with IT support, software development, and other internal teams.