RIVA Solutions Inc. Careers

Title: Software Support Specialist (Post-Implementation)
Location: Washington, DC (Onsite M–F | Core Hours 10 AM – 6 PM)
Terms: Full-time
Clearance: Must be a U.S. Citizen and able to obtain and maintain a Public Trust clearance
Travel: 0–10%

RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.

That’s RIVA. Our employee-first approach has manifested a culture that attracts the best and brightest. By investing in people first and providing a flexible work environment, our employees enjoy higher morale, greater productivity, and lower turnover. At RIVA, people are our #1 priority.

Program Overview

The National Oceanic and Atmospheric Administration (NOAA) advances scientific understanding of the oceans, atmosphere, and environmental systems that impact daily life. Under NOAA’s National Environmental Information Technology Services (NEITS) program, RIVA Solutions delivers enterprise IT services that support mission operations, including infrastructure management, software implementation, user support, and continuous service optimization. NEITS ensures that critical technology systems remain reliable, secure, and responsive to NOAA’s diverse workforce and mission partners across the globe. This role plays a key part in helping end-users transition smoothly to new software platforms and realize their full benefit through effective support and training.

Position Overview

RIVA Solutions is seeking a mid-level Software Support Specialist to provide post-implementation customer service and technical support for newly deployed software systems supporting NOAA mission users. This individual will serve as a primary point of contact for end-user requests, perform Tier 1–2 troubleshooting, collaborate with technical teams to resolve issues, and assist with training and documentation. The ideal candidate has strong communication skills, a customer-first mindset, and the technical aptitude to quickly understand and explain software functionality to non-technical users. This role operates onsite in Washington, DC, with core hours of 10 AM – 6 PM and occasional flexibility for after-hours support as needed.

Core Responsibilities

• Serve as the first point of contact for end-user inquiries and technical issues following software deployment.
• Provide Tier 1 and Tier 2 support to troubleshoot user and system issues via ticketing systems, email, chat, and phone.
• Escalate complex issues to Tier 3 or development teams while maintaining ownership and communication through resolution.
• Document common issues, fixes, and procedures to expand the program’s knowledge base.
• Assist in testing and validating software updates, patches, and enhancements prior to production release.
• Support user training and onboarding activities to promote successful adoption of new software capabilities.
• Collaborate with NOAA program leads and technical teams to identify recurring issues and opportunities for service improvement.
• Ensure compliance with NOAA and RIVA security and service standards in all support activities.
• Maintain accurate records of tickets, resolutions, and performance metrics to support program reporting and SLA tracking.

Minimum Qualifications

• U.S. Citizenship and the ability to obtain and maintain a Public Trust clearance
• Bachelor’s degree in Information Technology, Computer Science, Business, or related field (or equivalent experience)
• 3–5 years of experience in help desk, software support, or post-implementation customer support roles
• Demonstrated ability to communicate clearly and effectively with end users and technical teams
• Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira) and standard support workflows
• Proficiency in documenting issues, drafting user guides, and maintaining training materials
• Strong problem-solving skills, attention to detail, and customer-centric service orientation
• Flexibility to work the core 10 AM – 6 PM shift and participate in after-hours support when required

Preferred Qualifications

• Prior experience supporting federal customers or mission-driven organizations
• Basic understanding of networking concepts or wireless systems (beneficial but not required)
• Experience supporting software implementation rollouts or change management activities
• Certifications such as CompTIA A+, Network+, ITIL Foundation, or equivalent

Salary

Up to $115,000 a year (based on experience)

RIVA Benefits

• Paid Time Off / Sick Leave
• Health, Dental, and Vision Coverage
• Life Insurance
• 401(k) Retirement Plan with Company Match
• HSA/FSA Spending Accounts
• Long- and Short-Term Disability
• Pet Insurance
• Wellness Program Initiatives
• RIVA Flex (Flexible Hours and Hybrid Work Support)
• Additional Perks & Workplace Benefits

Equal Opportunity Statement

RIVA Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any protected class. If you need a reasonable accommodation to search for a job opening or to submit an online application, please email [email protected]. Only messages left for this purpose will be returned.