Technical Support Specialist

Socket.dev; Janesville (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

Socket.dev is seeking an Operational Support Specialist in Janesville, WI to support day-to-day production systems and business applications. You will monitor performance, investigate routine issues, and collaborate with technical and business teams to ensure reliable service delivery.

The ideal candidate is detail-oriented, analytical, and customer-focused, with a drive to learn operational processes and technology.

Qualifications

• Associate degree in IT, Business Admin, Computer Information Systems or related field, or equivalent experience.
• 0–3 years in operations support, help desk, or related role.
• Strong analytical and problem-solving abilities.
• Ability to learn new systems and processes quickly.
• Clear written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office (Excel, Word, Outlook).
• Strong attention to detail and organizational skills.

Responsibilities

• Monitor production systems, dashboards, alerts, and work queues to ensure timely processing and service delivery.
• Troubleshoot and resolve routine operational and application issues using established procedures.
• Perform daily operational tasks to maintain service levels and efficiency.
• Review system activity and reports to identify exceptions and delays.
• Escalate complex incidents to appropriate teams with timely updates.
• Collaborate with business and tech teams to resolve production issues.
• Create and maintain process documentation and troubleshooting guides.
• Document incidents and resolutions in designated tracking systems.
• Assist with testing and implementation of system enhancements and releases.
• Support operational reviews with observations on recurring issues and impacts.
• Identify opportunities to improve efficiency, quality, and consistency.
• Adhere to SLAs, security requirements, and company policies.

Skills

Analytical skills

Problem-solving

Written & verbal communication

Multi-tasking

Microsoft Excel

SQL knowledge

Education

Associate degree in IT/Business/related field

Bachelor’s degree (preferred)

Tools

Microsoft Office

SQL

Ticketing systems

Job description

Purpose: The Operational Support Specialist is responsible for supporting the day-to-day operation of production systems, business applications, and operational workflows. This role monitors system performance, investigates and resolves routine operational issues, and collaborates with technical and business teams to ensure the reliable delivery of services.

The ideal candidate is detail-oriented, analytical, and customer-focused with a strong desire to learn operational processes and technology systems. This position provides an opportunity to gain experience in production support, incident management, process documentation, and cross-functional collaboration while contributing to a stable and efficient operating environment.

Essential Duties and Responsibilities:

• Monitor production systems, operational workflows, dashboards, alerts, and work queues to ensure timely processing and service delivery.
• Troubleshoot and resolve routine operational and application-related issues using established procedures and support documentation.
• Perform daily operational support activities to maintain service levels and operational effectiveness.
• Review system activity, operational reports, and workflow queues to identify exceptions, processing delays, and recurring issues.
• Escalate complex incidents and production issues to appropriate technical or operational teams while maintaining communication and follow-up through resolution.
• Collaborate with business and technology teams to resolve production-related issues.
• Create, maintain, and update process documentation, knowledge base articles, troubleshooting guides, and standard operating procedures.
• Document incidents, service requests, issue resolutions, and operational activities in designated tracking systems.
• Assist with testing, validation, and implementation activities associated with system enhancements, process improvements, and production releases.
• Support operational reviews by providing information regarding recurring issues, service impacts, and workflow observations.
• Identify and communicate opportunities to improve operational efficiency, service quality, and process consistency.
• Adhere to established operational procedures, service level agreements, security requirements, and company policies.

Qualification Requirements – To perform the job successfully, an individual should demonstrate the following:

Required Qualifications:

• Associate degree in Information Technology, Business Administration, Computer Information Systems, or a related field; or equivalent combination of education and experience.
• 0–3 years of experience in operations support, help desk, customer support, technical support, or a related role.
• Strong analytical and problem-solving skills.
• Ability to learn new systems, applications, and business processes quickly.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
• Strong attention to detail and organizational skills.

Preferred Qualifications:

• Bachelor’s degree in information technology, Business, Computer Science, or a related discipline.
• Experience working with ticketing systems or service management platforms.
• Exposure to production support, application support, or operational monitoring environments.
• Basic knowledge of databases, SQL, reporting tools, or system monitoring tools.

Certificates and Licenses:

• No certificates or licenses needed.

Computer Skills:

• Proficient in Microsoft Office (Word, Excel, and Outlook).
• Knowledge in SQL