RIVA Solutions is seeking a mid-level Software Support Specialist to provide post-implementation customer service and technical support for newly deployed software systems supporting NOAA mission users. This individual will serve as a primary point of contact for end-user requests, perform Tier 1–2 troubleshooting, collaborate with technical teams to resolve issues, and assist with training and documentation.
Requirements
- Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira) and standard support workflows
- Proficiency in documenting issues, drafting user guides, and maintaining training materials
- Basic understanding of networking concepts or wireless systems (beneficial but not required)
- Experience supporting software implementation rollouts or change management activities
- Certifications such as CompTIA A+, Network+, ITIL Foundation, or equivalent
Responsibilities
- Provide Tier 1 and Tier 2 support to troubleshoot user and system issues via ticketing systems, email, chat, and phone.
- Escalate complex issues to Tier 3 or development teams while maintaining ownership and communication through resolution.
- Document common issues, fixes, and procedures to expand the program’s knowledge base.
- Assist in testing and validating software updates, patches, and enhancements prior to production release.
- Support user training and onboarding activities to promote successful adoption of new software capabilities.
- Collaborate with NOAA program leads and technical teams to identify recurring issues and opportunities for service improvement.
- Ensure compliance with NOAA and RIVA security and service standards in all support activities.
Other
- Must be a U.S. Citizen and able to obtain and maintain a Public Trust clearance
- Bachelor’s degree in Information Technology, Computer Science, Business, or related field (or equivalent experience)
- 3–5 years of experience in help desk, software support, or post-implementation customer support roles
- Demonstrated ability to communicate clearly and effectively with end users and technical teams
- Strong problem-solving skills, attention to detail, and customer-centric service orientation
