Specialty Software Engineer 3 - Contingent (contract)
Role summary
This contingent Specialty Software Engineer role involves participating in moderately complex initiatives and contributing to large-scale planning. The engineer will analyze and resolve challenges, evaluate variable factors, and consult with others to meet deliverables, adhering to function, policy, procedure, and compliance requirements. Key responsibilities include serving as the first point of contact for technical assistance, logging and tracking support requests, performing basic troubleshooting, utilizing knowledge base resources, escalating issues to higher-level support, and communicating effectively with users throughout the support process. A high school diploma or equivalent is required, with an associate degree or IT-related coursework preferred.
Title: Specialty Software Engineer
Location: Charlotte, NC
Duration: 12 months
Work Engagement: W2
Work Schedule: Hybrid 3 days in office/2 days remote
Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits
Summary:
In this contingent resource assignment, you may: Consult on or participate in moderately complex initiatives and deliverables within Specialty Software Engineering and contribute to large-scale planning related to Specialty Software Engineering deliverables. Review and analyze moderately complex Specialty Software Engineering challenges that require an in-depth evaluation of variable factors. Contribute to the resolution of moderately complex issues and consult with others to meet Specialty Software Engineering deliverables while leveraging solid understanding of the function, policies, procedures, and compliance requirements. Collaborate with client personnel in Specialty Software Engineering. Required Qualifications: Specialty Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.
Key Responsibilities:
### Serve as First Point of Contact
- Act as the primary contact for users seeking technical assistance.
- Provide initial assessments of issues and deliver basic support to resolve common technical problems.
### Log and Track Support Requests
- Receive, document, and track support incidents via phone, email, chat, and ticketing systems.
- Ensure all tickets include accurate details, categorization, and priority levels.
### Perform Basic Troubleshooting
- Resolve routine technical issues such as password resets, software installations, and basic configuration requests.
- Walk users through troubleshooting steps in a clear and user-friendly manner.
### Utilize Knowledge Base Resources
- Reference existing knowledge base articles and documentation to quickly diagnose and resolve user issues.
- Identify gaps in documentation and recommend updates when needed.
### Escalate Issues to Higher-Level Support
- Determine when an issue requires advanced expertise and escalate it to Level 2 support.
- Provide all relevant information to ensure smooth handoff and efficient resolution.
### Communicate Effectively with Users
- Maintain professional, timely, and clear communication with end users throughout the support process.
- Update users on ticket status and ensure their concerns are fully addressed.
Key Requirements:
- Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.
Education & Experience
- High school diploma or equivalent required; associate degree or IT-related coursework preferred.
- experience in technical support, help desk, or customer service environment.
### Technical Skills
- Basic understanding of Windows operating systems, common software applications, and system configurations.
- Familiarity with ticketing systems
- Ability to perform routine tasks such as password resets, user account management, and software installations.
- Knowledge of network fundamentals (Wi-Fi, VPN, connectivity basics) is a plus.
- Experience using knowledge base articles to guide troubleshooting.
### Soft Skills
- Strong communication skills, both written and verbal, with the ability to explain technical issues in user-friendly terms.
- Excellent customer service orientation with a calm, patient, and helpful demeanor.
- Strong problem‑solving abilities, with attention to detail and accuracy when documenting issues.
- Ability to manage multiple tasks and prioritize in a fast‑paced environment.