IT Product Support Specialist

Great Minds

IT Product Support Specialist providing first- and second-level support for business systems at Great Minds. Troubleshooting and communicating changes for applications like Salesforce and NetSuite.

Posted 7/20/2026full-timeRemote • District of Columbia, Washington • 🇺🇸 United StatesJunior💰 $69,000 - $77,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing first- and second-level support for business systems, including Salesforce and NetSuite, while effectively communicating technical concepts to non-technical users. Strong focus on troubleshooting, documentation, and ticket management to enhance user experience and operational efficiency.

Highest-signal resume keywords

Salesforce SupportNetSuite SupportJira Service DeskServiceNowProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportBusiness Systems SupportTroubleshootingTicket ManagementDocumentation

Soft Skills

Communication SkillsDetail-OrientedTechnical Translation

Tools & Technologies

DayforceDocuSignGoogle Workspace

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide first- and second-level support for business systems such as Salesforce, NetSuite, Dayforce, and others.
Troubleshoot application issues, including login/access problems, data entry errors, report generation issues, and workflow inconsistencies.
Escalate software bugs, outages, and configuration requests to internal application admins or external vendors as needed.
Monitor incoming tickets, ensure accurate logging and categorization, and maintain SLAs for response and resolution.
Assist users in navigating system interfaces and business workflows.
Communicate changes, outages, and fixes related to business applications in collaboration with IT and business owners.
Create and update user-facing documentation and FAQs in the IT knowledge base.
Partner with internal product owners, IT Business Analysts, and Admin teams to relay end-user feedback and pain points.
Identify opportunities to reduce support volume through automation, documentation, or system enhancements.
Participate in testing of new features, integrations, or releases for supported platforms, as requested.

Requirements

What you’ll need

1+ years of experience in IT support, business systems support, or Service Desk roles
Experience supporting or administering platforms like Salesforce and NetSuite (certifications a plus)
Experience using service management systems like Jira Service Desk or ServiceNow
Familiarity with support for business tools such as Dayforce, DocuSign, and Google Workspace
Strong problem-solving, communication, and troubleshooting skills
Ability to translate technical concepts for non-technical users
Detail-oriented with strong documentation and ticket management discipline.

Benefits

Comp & perks

A cover letter and resume are required to be considered for this position.
New employees will be required to successfully complete a background check.