User Support Specialist

About the role

The User Support Specialist will provide basic support such as handling user requests, basic troubleshooting, and documentation via ticketing systems like ServiceNow or Jira. This person will use multiple communication channels to assist users, including phone, email, chat, and in-person support. This person will handle standard requests and basic troubleshooting, providing "Basic Support" tier services as described in organizational documentation. This person will log and track all support interactions, ensuring accurate and timely updates to ticket status and resolution details.

Responsibilities

• Troubleshoot hardware, software, and network issues within their scope of expertise, escalating more complex issues to appropriate teams.
• Assist users with account-related issues, password resets, and basic access problems.
• Contribute to the development and maintenance of the knowledge base, creating and updating support articles and FAQs.
• Participate in user training sessions, helping to educate users on common procedures and best practices.
• Collect and report on user feedback to help improve support processes and identify recurring issues.
• Stay current with supported systems and applications to provide accurate and efficient support.

Requirements

• SECRET Security Clearance Required
• CND, GFACT, GSEC, or Security+ certification (for Junior / Journeyman roles)
• SecurityX / CASP+, CCNP Security, CISA, FITSP-O, GICSP, or SSCP certification (for Senior role)
• Applicants must be currently authorized to work in the United States on a full-time basis. Avalore will not sponsor applicants for work visas for this position.

Qualifications

• Junior: 0–3 years of experience + Bachelor’s Degree
• Journeyman: 4–7 years of experience + Bachelor’s Degree
• Senior: 8+ years of experience + Bachelor’s Degree
• Good communication skills, self-starter mindset
• Professional proficiency in English is required
• Demonstrated proficiency in using all Microsoft Office applications

Work Environment

Moderate noise (i.e., business office with computers, phone and printers) and/or occasional loud noise (airfield, large equipment). Ability to sit at a computer terminal for an extended period of time.

Physical Demands

While performing the responsibilities of the job, the employee is required to sit, stand, talk, and hear. Employee is often required to sit and use their hands and fingers to operate a computer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel

Up to 10% / Occasional travel.

Benefits

• Employer Contributions to Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) with a generous matching program
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Employee Assistance Program

Pay

Salary at Avalore is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. Salary estimates for this job range from $67,000 – $117,000.