Software Support Specialist

Government Peopleware Support Specialist

Remote | Colorado, Illinois, Kansas, or Missouri. Applicants must reside in one of these states to be considered for this position.

Make a difference. Solve real problems. Support the systems that keep counties running.

Are you someone who loves variety in your day, enjoys untangling puzzles, and genuinely likes helping people? Do you thrive when you're learning something new and figuring things out on the fly? Do you have a background in city or county government administration? If so, you might be exactly who we're looking for.

CIC is seeking tech-savvy, people-focused Support Specialists to join our Government Peopleware Support Team. In this role, you'll support mission-critical systems—including Records Management, Budgetary/Fund Accounting, Tax Administration, and Payroll/Personnel software—used by cities and counties across multiple states.

You'll be on the front lines of customer support: answering questions, troubleshooting issues, coordinating production incidents, and partnering with internal CIC teams to resolve complex challenges. Your work directly supports public-sector organizations and the communities they serve—so yes, what you do truly matters.

Whether you're early in your tech career or looking to grow your support expertise, this role offers hands-on experience, real responsibility, and room to develop.

**A Culture Index survey will be sent to you via email upon completion of the application** This must be completed in order to be considered for the position.

What You'll Do

• Learn CIC's products and serve as a key support resource through our Customer Help Desk system
• Log, track, and manage support requests in our ticketing system with clear and accurate documentation
• Install and update software applications and hardware peripherals
• Troubleshoot issues and escalate complex cases to Tier 2 or Tier 3 teams with thorough handoffs
• Assist with IT documentation, knowledge base articles, and standard operating procedures
• Resolve an average of 10–15 support calls per day, meeting response and resolution time expectations of 35 minutes each
• Ensure support tickets remain active and are not stagnant for more than 72 business hours
• Maintain a low escalation rate, with less than 10% of calls requiring external resources
• Provide after-hours support as needed

What You Bring

• A degree in Accounting, Business, or equivalent relevant experience
• Knowledge of servers or PC networking
• Previous experience in a customer-facing technical or software support role (or comparable experience)
• Excellent communication and customer service skills—you're patient, empathetic, and clear
• Ability to work independently while collaborating effectively in a fast-paced environment
• A strong commitment to confidentiality and data security

Nice to Have

• Experience working with City or County offices or administrations

Why You'll Love Working at CIC

• Competitive Pay: Annual salary range of $59,000–$70,500, based on experience, skills, and location
• Fully Remote: Work from home and skip the commute—productivity where you're most comfortable
• Health & Wellness Benefits: Medical, dental, and vision coverage with CIC paying 75% of monthly premiums
• 401(k) with Company Contributions: We help you invest in your future
• Generous Time Off: Vacation, sick leave, and paid holidays to support work-life balance