Location: City of Orange, California (On-site)
Core Responsibilities
· Provide first-level support for internally developed software applications.
· Receive, triage, and log support requests into the ticketing system.
· Troubleshoot software and basic workstation issues before escalation.
· Document incidents clearly and accurately with user confirmation.
· Write and execute test cases for new or updated features prior to release.
· Perform basic QA validation on delivered functionality.
· Assist with hardware setup, workstation configuration, and peripheral support.
· Coordinate with remote server administrators for infrastructure-level issues.
· Maintain internal support documentation and knowledge base entries.
· Escalate issues appropriately when beyond Level 1 scope.
Required Technical Skills
· Experience with ticketing systems (Jira, Zoho, Zendesk, or similar).
· Strong Microsoft Windows desktop troubleshooting skills.
· Basic understanding of networking fundamentals (DNS, IP configuration, VPN, shared drives).
· Familiarity with Agile environments.
· Ability to reproduce issues and communicate technical findings clearly.
· Basic understanding of software testing principles.
Nice to Have
· Experience supporting internally developed business applications.
· Exposure to SQL basics (reading simple queries or validating data).
· Basic understanding of web applications (browser tools, caching issues).
· Hardware troubleshooting (printers, scanners, workstation setup).
· Experience working with remote infrastructure teams.