Software Support Specialist

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.

• 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.

• 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, Service Now, 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.

• 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  (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

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

• 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…