User Support Specialist - Secret Clearance

User Support Specialist – Junior Hybrid:
Arlington, VA – on‑site 2–3 days per week Secret Security Clearance Required Pay range: $24.62–$32.02/hrWe are looking to hire Junior level User Support Specialists. This is a great opportunity for someone looking to launch or grow their IT support career while supporting an enterprise DoD environment.

Job Description:

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 role focuses on managing support requests through IT service management tools, ensuring timely resolution, accurate documentation, and adherence to service level agreements for “Basic Support” tier services.

Key Responsibilities:

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 Service Now 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.

Assist with 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:

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 Service Now 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.

Active Secret clearance and U.S. citizenship.

Security+ (or another DoD 8140 IAT‑II certification) is required. CompTIA A+ and Network+ do not meet the DoD 8140 requirement.

Able to work on‑site in Arlington, VA 2–3 days per week.

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.

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.

Experience identifying recurring issues from ticket data and contributing to continuous improvement initiatives in support operations.#cjpost