User Support Specialist - Secret Clearance Security Clearance

Position: User Support Specialist - Secret Clearance with Security Clearance
User Support Specialist Full Time Telework:
Fairfax, VA Secret Security Clearance Required Pay range: $/hr We are looking to hire Junior and Journeyman 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 (s):
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. While 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. 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:

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 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:

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 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.
* 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 Service Now 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…