Software & Application Support Specialist

The Software & Application Support Specialist supports Family First Home Care’s mission by ensuring reliable, secure, and user-friendly software systems that enable our teams to focus on delivering exceptional care. This role provides Tier 1 (first level, front line) application support across multiple business systems, combining strong technical troubleshooting skills with a customer-first mindset. The Specialist plays a key role in system adoption, day-to-day support, and continuous improvement of enterprise and department-specific applications.

KEY RESPONSIBILITIES

• Serve as the first point of contact for software and application support requests through the company’s ticketing system (Desk365).

• Troubleshoot and resolve Tier 1 issues; document actions clearly and escalate efficiently when higher-level support is required.

• Manage and track support tickets in alignment with service level agreements (SLAs), ensuring timely response and resolution.

• Collaborate with advanced technical support, vendors, and cross-functional teams to share detailed issue information, assist with resolutions, and support system-related projects and implementations.

• Act as the primary support contact for assigned business systems by providing advanced user support, assisting with configurations, coordinating updates, and maintaining clear documentation.

• Promote secure system use by monitoring access permissions, following security protocols, and reporting potential risks or incidents, including HIPAA and regulatory compliance concerns.

• Support software implementations, enhancements, and testing efforts to ensure smooth rollouts and minimal disruption to operations.

• Maintain and enhance the software knowledge base, including FAQs and user guides, to support self-service and consistent system use.

• Assist with system audits, compliance reviews, and documentation to support organizational and regulatory requirements.

• Support incident response during system outages, ensuring accurate communication, documentation, and follow-up.

• Stay current on software updates, features, and emerging tools to anticipate impacts on workflows and user experience.

• Communicate professionally and effectively with team members across clinical, operational, and administrative departments.

• Partner with business units to understand system usage, identify improvement opportunities, and enhance workflows that support patient care and operational efficiency.

• Participate in ongoing learning and development to remain current with company systems, best practices, and evolving technologies.

• Support organizational initiatives and projects as assigned, contributing technical insight and follow-through.

• Assist with the adoption and responsible use of AI and emerging technologies to improve workflows, strengthen user support, and increase system efficiency.

EDUCATION & EXPERIENCE

• Bachelor’s degree in Information Technology, Computer Science, Business Systems, or a related field preferred; equivalent relevant professional experience will also be considered.

• 2+ years of experience in a healthcare or business environment preferred.

• Experience with operational support activities and/or supporting enterprise and departmental software systems including implementations and enhancements.

• Strong troubleshooting, analytical, and problem-solving skills.

• Working knowledge of data security, access control, and compliance requirements; HIPAA familiarity preferred.

• Excellent written and verbal communication skills with a strong customer-service orientation.

• Ability to manage multiple priorities while maintaining attention to detail.

• Familiarity with application support and issue-tracking best practices.

• Proactive, resourceful, and comfortable working independently and collaboratively.

WORKING CONDITIONS/EQUIPMENT USE

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.

• Valid driver license with proof of insurance

• Must be able to lift up to fifteen (15) pounds

• Frequent use of office machines to include telephone, computer, and printer

• Ability to travel up to 10% as needed