User Support Specialist

User Support Specialist

Full Time Telework: Fairfax, VA

Secret Security Clearance Required

We are looking to hire Junior and Journeyman level User Support Specialists in support of the DoD War Data Platform program. This is a great opportunity for someone looking to launch or grow their IT support career while supporting an enterprise DoD environment.

Job Description(s): The User Support Specialist - Junior delivers entry-level technical support to end users in an enterprise environment, resolving routine hardware, software, and account-related issues while maintaining accurate ticket documentation and strong customer service. While the User Support Specialist - Journeyman provides tiered technical support to end users in a mission-critical enterprise environment, resolving hardware, software, and network issues while maintaining high levels of customer service and system availability. The role focuses on managing support requests through IT service management tools, ensuring timely resolution, accurate documentation, and adherence to service level agreements for "Basic Support" tier services.

Key Responsibilities: Jr

• Provide first-line support for common technical issues including login, software, and basic connectivity problems using established troubleshooting steps and knowledge articles.
• Log, track, and update incidents and service requests in ticketing systems such as ServiceNow or Jira, ensuring clear documentation of user issues and resolutions.
• Perform basic troubleshooting of hardware, software, and network issues within defined scope, escalating unresolved or complex cases to higher-tier support teams.
• Assist with account setup, password resets, and routine access requests in accordance with security and access management procedures.
• Communicate clearly and professionally with users across phone, email, chat, and in-person channels to guide issue resolution and set expectations.
• Document resolutions and contribute to the improvement of knowledge base content, support articles, and FAQs based on recurring issues.
• Support user onboarding and basic training activities on enterprise systems and tools, reinforcing common procedures and best practices.
• Maintain awareness of supported systems and applications, learning enterprise support processes to improve service delivery over time.

Required Qualifications: Jr

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
• 0-3 years of experience in IT support or help desk roles providing end-user support in technical environments.
• Demonstrated ability to resolve routine user requests and perform basic troubleshooting of hardware, software, and network connectivity issues.
• Experience using ticketing systems such as ServiceNow or Jira to document and track incidents and service requests.
• Strong multi-channel communication skills (phone, email, chat, and in-person) with a customer-oriented approach and attention to documentation quality.
• Experience with basic user account management activities including account setup, password resets, and standard access requests.
• Must meet DoD 8140 requirements, hold an active Secret clearance, and be a U.S. citizen eligible to work in a federal IT environment.

Key Responsibilities: Journeyman

• Troubleshoot hardware, software, and network issues using structured diagnostic methodologies, resolving problems within defined scope and escalating complex issues to specialized teams as appropriate.
• Manage incidents and service requests using ITSM tools such as ServiceNow or Jira, ensuring all interactions are logged, tracked, and updated with clear status and resolution details.
• Provide multi-channel support to users (phone, email, chat, and in-person), delivering clear, professional communication and maintaining a strong customer service orientation.
• Handle user account provisioning, password resets, and basic access control in secure environments, following established access management and DoD 8140 compliance procedures.
• Contribute to the creation and maintenance of knowledge base content, including support articles and FAQs, based on resolved tickets and recurring issues.
• Monitor ticket queues to meet established service level agreements (SLAs) for response and resolution times, performing trend analysis on recurring issues to inform process improvements.
• Participate in user training and adoption activities for enterprise systems and tools, helping users understand common procedures, best practices, and self-service options.
• Collect and report user feedback related to support interactions, using this information to recommend improvements to support processes and documentation.

Required Qualifications: Journeyman

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
• 4-7 years of experience providing end-user support or help desk services in technical environments, ideally within enterprise or government IT settings.
• Demonstrated ability to perform basic to intermediate troubleshooting of hardware, software, and network connectivity issues and to resolve standard user requests.
• Experience using ticketing systems (e.g., ServiceNow, Jira) to document, track, and close incidents and service requests in accordance with SLAs and support standards.
• Proficiency in multi-channel communication, including phone, email, chat, and in-person interactions, with strong customer service and documentation skills.
• Experience with user account management, password resets, and basic access control in secure environments, with the ability to follow established security and compliance procedures.
• Must meet DoD 8140 requirements and hold an active Secret clearance, and must be a U.S. citizen eligible to work in a federal IT environment.

Preferred Qualifications:

• Familiarity with basic networking and operating system concepts (e.g., Windows client environments, basic TCP/IP, and common productivity tools).
• Exposure to IT service management tools or environments and an understanding of structured support processes.
• Entry-level certification such as CompTIA A+ or equivalent; CompTIA Network+ or Security+ is a plus.
• Experience contributing to knowledge base content or user-facing documentation in an IT support context.
• Familiarity with ITIL service management frameworks and best practices for incident, request, and knowledge management.
• Experience supporting enterprise or government IT systems, including remote and distributed user bases.
• Professional certification such as CompTIA A+, Network+, Security+, or ITIL Foundation.
• Experience identifying recurring issues from ticket data and contributing to continuous improvement initiatives in support operations.

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