User Support Specialist

The User Support Specialist will provide Tier 2 and Tier 3 technical support, manage and prioritize support tickets, perform root cause analysis, and deliver application and workflow support.

Requirements

• 3-7 years of experience in IT user support, service desk, or technical troubleshooting roles, with Tier 2-Tier 3 responsibilities.
• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent combination of education and experience).
• Strong experience using ServiceNow or similar ticketing and IT service management platforms.
• Solid understanding of incident management, escalation workflows, and SLA-driven support environments.
• Proven ability to conduct root cause analysis and resolve complex technical issues effectively.
• Experience maintaining and developing knowledge base documentation, user guides, and support resources.
• Strong communication and interpersonal skills with the ability to deliver clear, empathetic user support.
• Ability to analyze support trends and recommend improvements to systems, processes, and user experience.
• Must be eligible to obtain and maintain a U.S. Public Trust Clearance (U.S. citizenship required for clearance eligibility).

Benefits

• Competitive salary range: $57,000 - $97,000 USD, based on experience and qualifications.
• Remote or hybrid flexibility depending on assignment requirements.
• Opportunity to work on mission-critical federal systems with high operational impact.
• Exposure to advanced IT service management tools and structured support environments.
• Career development opportunities in IT service delivery and federal systems support.
• Collaborative environment focused on continuous improvement and operational excellence.
• Participation in on-call rotations with additional exposure to high-priority incident management.
• Structured, SLA-driven work environment with clear processes and escalation paths.