User Support Specialist Junior

All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.

Description
Data Systems Analysts, Inc is seeking a User Support Specialist (Junior) to provide Tier 1 help desk support for enterprise systems hosted in the ARC/cPROBE environment. The candidate will assist users with technical issues, accurately record and track help desk tickets, and escalate complex problems to higher-tier support. This role requires strong communication skills and basic technical expertise to ensure efficient and effective user support.

Required Qualifications

• Active DOD Secret Clearance
• Current Security + Certification
• A degree in Human Factors, Computer Science, Information Systems, or other relevant field; equivalent work experience may be accepted.
• A minimum of 2 to 4 years of IT and industry experience with a degree, or 4 to 6 years of experience without a degree.
• Basic knowledge of IT hardware, software systems, and applications, along with experience in help desk operations and issue tracking.

Desired Qualifications

• Familiarity with systems and applications hosted in the Army Resource Cloud, such as cPROBE repositories, cWork, cSustain, and cMan.
• Strong communication and interpersonal skills to assist users effectively and provide clear guidance.
• Understanding of ticket management, issue escalation, and basic troubleshooting processes.

Key Responsibilities

• Provide Tier 1 technical expertise for enterprise systems, assisting users with IT hardware, software systems, and applications hosted in the ARC/cPROBE environment.
• Accurately record and track user-reported issues using help desk software, escalating complex problems to higher-tier support as needed.
• Assist in maintaining and updating Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), and user manuals to enhance help desk operations and user experience.

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Many of DSA's positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information. DSA is proud to be an Equal Opportunity Employer. DSA is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. DSA requires background checks , where permitted , by law. DSA is an E-Verify Employer.

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