User Support Specialist

User Support Specialist

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. 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.

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.
• Absorb 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.