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GroundWidgets

Software Support Analyst & Help Desk

Paramus, NJ · On-site

$20.75 - $28.25/hr

The Software Support Analyst/Help Desk plays a key role in improving and maintaining the satisfaction of our customers. Customer service, incident management and issue management are the key elements ...

Quantix

Application Support Analyst

Denver, CO

Job Title: Application Support Analyst Location: Denver, CO Type: Contract to Hire Length: Six ... Desired Skills: 1) ViewPoint software support. 2) Epicore software support. 3) Great Plains ...

Quantix, Inc.

Application Support Analyst

Denver, CO · On-site

They are seeking an Application Support Analyst to assist with user setup, troubleshooting, and training on software applications. Responsibilities : • new user setup / configuration • password ...

FinFolio

FinFolio is the back office for large investment advisors and you will help us support our mission critical software. Who is FinFolio? * We make wealth management simpler! * A SaaS solution that is ...

Incognito Software Systems Inc

WI · On-site

The Software Support Analyst will learn the AssetWorks suite of products. A technical background is required as navigating both the customer facing front-end of the applications and the back-end ...

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How much do software support analyst jobs pay per hour?

As of Aug 17, 2026, the average hourly pay for software support analyst in the United States is $32.13, according to ZipRecruiter salary data. Most workers in this role earn between $20.91 and $40.62 per hour, depending on experience, location, and employer.

What is a software support analyst?

A Software Support Analyst is a professional who assists users with issues related to software applications. They troubleshoot problems, answer user queries, and work with development teams to resolve technical issues. Their responsibilities often include diagnosing software faults, providing guidance on system use, and ensuring that clients have a positive experience with the software. They may also document solutions and contribute to knowledge bases to help prevent future issues. Typically, Software Support Analysts work in IT departments, software companies, or help desk environments.

What are the key skills and qualifications needed to thrive as a software support analyst, and why are they important?

To thrive as a Software Support Analyst, you need a solid understanding of software troubleshooting, IT fundamentals, and customer service, often supported by a degree in computer science or related experience. Familiarity with ticketing systems, remote support tools, and knowledge base platforms is typically required, and certifications like CompTIA A+ or ITIL can be advantageous. Strong communication, problem-solving abilities, and patience are essential soft skills for translating technical information and resolving user issues. These skills are crucial for efficiently diagnosing problems, ensuring user satisfaction, and maintaining seamless software operations.

What are some common challenges faced by software support analysts and how can they be addressed?

Software Support Analysts often encounter challenges such as troubleshooting complex technical issues, managing multiple support tickets simultaneously, and communicating effectively with users who have varying levels of technical expertise. To address these challenges, it's important to develop strong problem-solving skills, stay organized through effective ticket management systems, and practice clear, empathetic communication. Additionally, collaborating closely with development and QA teams can help resolve recurring issues and improve overall product quality.
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Software Support Analyst jobs near you
Infographic showing various Software Support Analyst job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $66,836 per year, or $32.1 per hour.

Software Support Analyst & Help Desk

GroundWidgets

Paramus, NJ

$20.75 - $28.25/hr

Full-time

Re-posted 2 days ago

Job description

Company Description

GroundWidgets is an elite technology company driven and managed by founding developers and technologists.  GroundWidgets is exclusively focused on consulting and development of applications for the ground transportation industry harnessing the collective vision of its founders and their experience of over 25 years in the ground transportation industry.  As companies search for ways to react to competition and a challenging economy, the team at GroundWidgets offers a unique suite of integrated, dynamic, state-of-the-art services and solutions that empower our clients to deliver world-class performance and optimize efficiency.

Job Description

A rapidly expanding international software development company in the mobile and e-commerce space is seeking a FULL TIME Software Support Analyst with outstanding communication and problem solving skills.  Candidate should be at ease with external and internal interactions. The Software Support Analyst/Help Desk plays a key role in improving and maintaining the satisfaction of our customers.  Customer service, incident management and issue management are the key elements of this role.  Working with our Support Team Leader, the Software Support Analyst is responsible for the quality and delivery of the support and services products we offer to our customers. This role will include coordinating support incidents, fix requests and work orders for our customers and performing support incident analysis/resolution.

The Software Support Analyst/Help Desk Responsibilities:
Manage incidents

Act as primary point of contact for customers

Assist customer to document and submit support incidents

Search incident tracking system for similar incidents/resolutions

Manage customer's support incidents, fix requests and work orders

Manage client upgrade processes and small projects

Monitor compliance with Service Level Agreements

Define and implement initiatives to increase client satisfaction

Identify customers training needs or consultancy opportunities to improve their processes

Train Customers on suite of Products

Qualifications

Strong communication and people skills

Excellent organizational, task management and customer service skills

Ability to understand and document customer business and technical support incidents

Knowledge of MS Office Products (Outlook, Excel, Word, etc)

Knowledgeable with Basic MS SQL database Administration 

Must have reliable means of transportation.

Additional Information
      Salary will be commensurate with current and past experience in supporting enterprise applications. Annual reviews & Performance Bonus.
      Annual increments based on performance.
      Full medical benefits after 90 days
      Long term position. 

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