Software Systems Technical Support

Overview

Software Systems Support Specialist on the technical operations team for the NYC 9-1-1 Next Gen Call Handling Support department, acting as the technical bridge between end-users and development teams.

What you'll do

• Diagnose, reproduce, and resolve technical issues related to application software, operating systems, and integrations.
• Monitor and manage inbound support requests via a ticketing system (e.g., Jira, ServiceNow, Zendesk), prioritizing issues based on business impact and meeting SLAs.
• Support routine software deployments, patch installations, system configuration updates, and application testing.
• Isolate application bugs and collaborate with software engineers, QA teams, or third-party vendors for Tier 2/3 resolutions.
• Assist end-users with application access, configuration, account permissions, and feature guidance.
• Create and maintain internal knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs).

What you'll need

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience/certifications).
• 1–3 years of experience in technical support, application support, or IT system support roles.
• Proficiency in Windows OS, Linux/Unix environments, or macOS depending on company stack.
• Basic to intermediate knowledge of SQL (ability to write queries to inspect data, trace bugs, or verify reports).
• Foundational understanding of TCP/IP, DNS, APIs, REST protocols, and web application architecture.
• Experience using issue-tracking software (e.g., Jira) and log-analysis tools.
• Strong analytical capability to dissect complex technical behavior and identify root causes.
• Ability to explain complex technical issues clearly to non-technical stakeholders and write detailed technical notes for engineers.
• Ability to prioritize competing demands in a fast-paced environment.

Nice to have

• CompTIA A+ / Network+ / Security+
• ITIL Foundation
• Microsoft Certified: Fundamentals / AWS Certified Cloud Practitioner

Details

• Location: New York; remote work available.
• Travel: under 10%.
• Relocation: not provided.
• Position type: Experienced.