Software Support Analyst

MetrixIT Solutions Inc is seeking a detail-oriented Software Support Analyst to assist users with software-related issues, investigate technical problems, and help maintain reliable application performance. The ideal candidate will combine technical troubleshooting skills with strong communication and customer service abilities.

In this role, you will work with users and technical teams to identify software defects, resolve application issues, document support requests, and improve the overall user experience.

Responsibilities

• Provide technical support for software applications and business systems.
• Investigate application errors, system issues, and user-reported problems.
• Diagnose software defects and determine appropriate resolutions.
• Document support tickets, troubleshooting steps, and issue outcomes.
• Escalate complex problems to software developers or senior technical staff.
• Assist with application configuration, updates, and user access requests.
• Test software fixes and verify that reported issues have been resolved.
• Review recurring incidents and identify opportunities for improvement.
• Maintain technical documentation and user support resources.
• Communicate clearly with users regarding issue status and resolution.

Requirements

• Associate or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Experience in software support, application support, help desk services, or technical troubleshooting is preferred.
• Familiarity with Windows applications, databases, and common business software.
• Basic understanding of SQL, application logs, and software troubleshooting techniques.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication abilities.
• Ability to prioritize support requests and work effectively with a technical team.

Preferred Skills

• Experience using ticketing and incident management systems.
• Familiarity with SQL queries, APIs, and application integrations.
• Understanding of software testing and quality assurance processes.
• Knowledge of IT service management practices.
• Ability to explain technical issues in clear, user-friendly language.

Benefits

Potential benefits may include health insurance, retirement savings options, paid time off, and professional development opportunities, subject to the employer's actual policies and eligibility requirements.

About the Company

MetrixIT Solutions Inc is the company name provided for this sample job description. Its current business profile, official website, and Charlotte operations have not been independently verified for this posting. Confirm the employer's identity and services before publishing a company overview.

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Relocation assistance

Work Location: In person