Software Support Analyst
The Software Support Analyst provides technical and functional support to end users, resolving a wide range of software and server-related issues primarily involving proprietary software and Windows/Linux environments. This role serves as the primary client contact for support requests, manages escalations, conducts on-site troubleshooting, and contributes to process improvements within a hybrid work setting.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Role Overview
Confidential Client is seeking a motivated Software Support Analyst to join their Customer Support team in South Norfolk, VA (hybrid). This role focuses on troubleshooting software and server issues, resolving customer service requests, and collaborating with internal teams to drive timely resolutions. The position is full-time and offers a competitive salary range of $60,000–$70,000 per year.
What You’ll Do
- Serve as the primary client contact for incoming support requests (phone, ticketing systems, and on-site visits).
- Triage, troubleshoot, and resolve technical and functional issues involving proprietary software and Windows/Linux server environments.
- Resolve the majority of end-user issues independently and escalate complex problems when necessary.
- Track and communicate status updates to customers and internal stakeholders through meetings and tickets.
- Conduct on-site system reviews and perform in-person troubleshooting when required.
- Produce and maintain process and procedure documentation; participate in periodic reviews to keep materials current.
- Share knowledge with other support team members to improve the team’s collective capability.
- Stay current on integrated product technology and continue to develop technical skills.
Required Qualifications
- Bachelor’s degree in a related field, OR equivalent experience; OR Associate degree in a related field with 2+ years’ relevant experience.
- Demonstrated experience in technical support and customer service.
- Familiarity with Windows and Linux terminal environments.
- Strong verbal and written communication skills; ability to explain technical information to non-technical audiences.
- Ability to work rotating on-call shifts, including nights, weekends, and holidays.
- Problem-solver with attention to detail and the ability to work independently.
Preferred Qualifications
- Experience with ServiceNow and Jira.
- ITIL certification.
- Experience supporting Java-based applications.
- Knowledge of Oracle Databases and SQL.
- Prior experience in an enterprise customer support or software support role.
Workplace & Schedule
- Location: South Norfolk, VA (hybrid).
- Employment type: Full-time.
- Rotating on-call coverage required (nights, weekends, and holidays as scheduled).
Compensation & Benefits
- Pay range: $60,000–$70,000 per year. Individual offers are based on experience, qualifications, and job-related factors.
- Typical benefits include:
- Competitive paid time off (starting at 15 days) plus holidays and additional leave days.
- Paid sick leave, paid parental leave.
- Employer-paid medical and dental insurance contributions.
- 401(k) with company match (example: dollar-for-dollar up to 5%).
- Company-paid life and disability insurance.
- Flexible Spending Accounts and employer contributions where applicable.
- Continuing education and professional development support.
- Optional voluntary benefits (accident insurance, legal services, identity protection, adoption and student loan assistance).
Key Skills & Keywords
- Technical support
- Customer service
- Windows / Linux server troubleshooting
- ServiceNow, Jira
- Oracle, SQL
- Java-based application support
- Hybrid IT support role — South Norfolk, VA
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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