Software Support Specialist, Tier 1

Winner of the 2025 Top Long Island Workplace along with Long Island Innovator Award eVero Corporation is a software development and IT consulting company. We are currently looking for a motivated and tech-savvy individual to fill a Support Specialist position in our organization.

The Tier 1 Support Specialist is responsible for providing high quality service to all users in our collaborative environment - utilizing phone, chat, and email. Specialists must ensure successful resolution of all issues by either diagnosing or escalating to the next level of service. Follow-up is a critical part of the position to ensure user satisfaction.

Primary Duties & Responsibilities

• Maintaining a high-level customer service by ensuring that the Help Desk provides timely responses to all issues
• Evaluate, troubleshoot, and resolve various technical issues. Escalating unresolved issues when necessary
• Writing detailed documentation and notes, analyze and maintain support requests in our ticketing system. Entries must be accurate and detailed
• Maintain confidentiality regarding data residing on customer databases and networks
• Provide support to users on installations, updates, and upgrades

Qualification & Required Skills

• Experience working in a ticketing system (i.e. ConnectWise, Halo, Zendesk) a plus
• Working knowledge of MS Office products including Outlook, Word, Excel
• Basic knowledge of various devices using our software such as Android OS and Apple OS
• Basic understanding of Active Directory and Group policy, including:
• • Ablilty to create Security roles/memberships
  • Understanding of how each policy, role, and membership work together to create the users
  • Collaborating with Engineers to create policy

Other Skills / Abilities

• Customer-service oriented with excellent problem-solving skills
• Ability to communicate effectively and professionally to clients and coworkers verbally as well as written
• Comfortable working with Vendors and third-party Support
• Exceptional organizational, troubleshooting and time management skills
• Embraces a positive outlook and displays self-initiative

Required Education and Experience

• Holds 1 – 3 years of customer service or related experience
• Possesses a Associates Degree or Certification in a relevant field

Physical Requirements

• Occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds.

eVero is an Equal Opportunity Employer (EOE) and takes great pride in building a diverse work environment. Qualified applicants are considered for employment without regard to age, race, religion, gender, national origin, sexual orientation, disability, or veteran status.

eVero Corporation is a leading technology solution provider for health and human services organizations, recognized with the Long Island Innovator Award, the NY State Education Department NDEAM Award, designated as a 2025 Long Island Top Workplace and named to Inc.’s 2025 Best Workplace list.

When you work at eVero, you are part of a team where collaboration, corporate transparency, and a commitment to culture are paramount. You will be challenged and supported, while given the opportunity to grow and develop in your career.

We are proud to offer a competitive salary with a comprehensive benefits package, which includes:
* Medical
* Dental
* Vision
* Long-term disability
* 401K
* Paid vacation time
* Volunteer Time Off
* Cafeteria plan

Hard work should always be balanced with fun and quality of life, we also offer the following amenities:
•\tNewly renovated headquarters featuring state of the art technology
•\tA casual and comfortable work environment with Employee Café and Pinball Room
•\tMonthly team building and community outreach events
•\tA coffee bar with a wide array of snacks & trimmings
•\tFully equipped gym and cafeteria conveniently located on site
•\tConvenient Long Island location with easy access to the LIE (495) and Route 110