User Support Specialist

Role Summary

This role involves providing technical support to end-users by responding to inquiries, troubleshooting hardware, software, and network connectivity issues. The individual will diagnose root causes, implement solutions, and serve as a primary point of contact for support requests. It requires maintaining systems, documentation, and ensuring customer satisfaction through clear communication and effective problem resolution.

Responsibilities

• Respond to customer inquiries and troubleshoot issues related to hardware, software, and network connectivity
• Diagnose and resolve technical problems using established troubleshooting procedures
• Serve as the primary contact for support requests, logging all calls and issues in the ticketing system
• Escalate complex or recurring issues to Tier 2 or higher-level support teams
• Install, configure, and maintain software and related systems
• Create and update internal documentation, procedures, and FAQs
• Guide users through system usage and provide follow-up support to ensure resolution
• Manage user accounts, distribution groups, shared mailboxes, and file sharing permissions
• Utilize tools such as ServiceNow or similar systems to track and manage support tickets
• Maintain knowledge of relevant technologies, including Microsoft applications, Active Directory, and VPN connections

Qualifications

• Bachelor's degree with 2-5 years of experience or equivalent technical experience
• At least 2 years of experience in IT support or help desk environments
• Current DoD 8570 IAT Level I certification (e.g., A+, Network+, SSCP)
• Proficiency with Microsoft Office Suite, Outlook, Teams, OneDrive, and SharePoint
• Familiarity with troubleshooting Adobe issues and Microsoft Office applications
• Understanding of Azure Active Directory, ADUC, and EDMS (preferred)
• Knowledge of VPN and Remote Desktop connections (preferred)
• Strong diagnostic skills and the ability to manage multiple support tickets effectively
• Excellent verbal and written communication skills for technical and non-technical audiences
• Ability to work independently, prioritize tasks, and meet SLAs

Pay

• $20.00 – $25.00 Hourly

Schedule

• Hybrid schedule, with time split between the office and remote work

This response is AI-generated, for reference only.