User Support Specialist

Responsibilities

• Provide Tier 2 and Tier 3 support services to ensure timely resolution of user issues, including complex troubleshooting and escalation management in alignment with SLA requirements.
• Deliver application-specific guidance and support for workflow and business process issues.
• Conduct root cause analysis for issues and identify solutions to mitigate recurrence and enhance system performance.
• Manage ServiceNow or other GSA-approved platforms to track, categorize, and prioritize tickets, ensuring accuracy and quick turnaround times.
• Maintain and update knowledge management materials, such as FAQs, troubleshooting guides, and user documentation, ensuring accessibility and usability for end users.
• Analyze support metrics and trends to identify areas for improvement and recommend proactive changes to enhance user support operations.
• Develop training materials and user guides to support end-user adoption of federal systems.
• Collaborate with external resolver groups and internal teams for timely implementation of fixes.
• Provide input for continuous improvement initiatives to enhance user satisfaction and operational efficiency.
• Participate in an on-call rotation to address critical issues and ensure system reliability.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent combination of education and relevant experience).
• 3–7 years of experience providing IT user support services, including Tier 2 and Tier 3 troubleshooting.
• Proficiency in using ServiceNow or other ticket management platforms for categorization, prioritization, and tracking of user issues.
• Demonstrated expertise in root cause analysis, problem resolution, and technical incident management.
• Strong knowledge of federal help desk operations and service level agreement (SLA) compliance practices.
• Experience managing and contributing to comprehensive knowledge bases, FAQs, troubleshooting guides, and user documentation.
• Skilled in maintaining professional and empathetic communication to resolve customer issues effectively.
• Understanding of escalation processes and coordination with technical teams.
• Familiarity with customer satisfaction improvement methodologies and metrics tracking.
• Ability to obtain and maintain a Public Trust Clearance.