Support Specialist II
American Society of Crime Laboratory Directors (ASCLD)
full-time
Posted on:
Location Type: Hybrid
Location: Mesa • Arizona • United States
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About the role
- Diagnose hardware-related issues and system performance problems
- Manage user access permissions across multiple systems
- Conduct initial investigation of backend database and logic issues
- Coordinate with technical teams while maintaining ticket ownership
- Implement complex features for specific customer workflows
- Customize solutions combining technical configuration and process optimization
- Deliver personalized training on both technical and functional aspects
- Create custom documentation covering technical setup and usage best practices
- Resolve issues requiring both technical fixes and user education
- Analyze problems to determine root cause (technical defect vs. knowledge gap)
- Develop solutions that address both system configuration and user adoption
- Provide comprehensive support for integration challenges
- Document resolutions that include both technical steps and usage guidance
- Participate in on-call rotation for after-hours support
- Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities
Requirements
- Degree or diploma in Information Technology, Computer Science, Business, or related field (or equivalent industry experience and training)
- A minimum of 1-3 years of experience in technical support or business analysis
- Intermediate technical skills including SQL and system troubleshooting
- Familiarity and experience with software customization and workflow optimization
- Ability to handle both technical investigation and user training
- Strong analytical skills for complex problem-solving
- Excellent communication skills across technical and business contexts
- Ability to diagnose and resolve multi-faceted issues
- Capability to deliver both technical and educational support
- Strong context-switching between different support types
- Flexibility to handle diverse customer needs
- Experience in software implementation or consulting (asset qualification)
- Certifications in both technical and business domains (asset qualification)
- Knowledge of both ITIL and customer success methodologies (asset qualification)
- Experience with system integration projects (asset qualification)
- Project management experience (asset qualification)
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLsystem troubleshootingsoftware customizationworkflow optimizationtechnical investigationuser trainingproblem-solvingsystem integrationproject management
Soft Skills
analytical skillscommunication skillscontext-switchingflexibilitycustomer support
Certifications
ITILcustomer success methodologies