User Support Specialist Senior

User Support Specialist Senior

The User Support Specialist Senior provides front-line technical assistance to users across enterprise environments, focusing on basic support tier incidents and service requests logged through IT service management tools such as Service Now or Jira. This role serves as a primary point of contact for hardware, software, account, and connectivity issues, ensuring accurate ticket logging, timely updates, and adherence to service levels in a highly regulated government environment.

The specialist supports users via multiple channels—phone, email, chat, and in‑person—while escalating more complex problems to higher-tier teams and contributing to knowledge content and user training.

The position emphasizes consistent, courteous user interaction, clear documentation, and disciplined triage and escalation to maintain service quality in mission‑critical environments that require a Secret clearance. The User Support Specialist Senior also reinforces secure use of enterprise systems, supports user training and coaching on workflows and self‑service tools, and helps reduce repeat incidents through improved processes and knowledge artifacts.

• Provide basic support tier services by handling user requests, logging incidents and service requests, and performing initial troubleshooting via IT service management tools such as Service Now or Jira.
• Use multiple communication channels (phone, email, chat, and in‑person) to deliver courteous, effective user assistance, gathering clear problem details, setting expectations, and following through to resolution or proper escalation.
• Troubleshoot common end‑user issues involving operating systems, standard business applications, printers, peripheral devices, and basic network connectivity, following established procedures and configuration standards.
• Perform account administration tasks including user onboarding and offboarding steps, password resets, group or role changes, and basic access requests in accordance with security and auditing policies.
• Apply defined triage and escalation paths to distinguish routine issues that can be resolved at the basic support tier from more complex incidents requiring higher‑tier or specialist intervention.
• Log, track, and update all support interactions with clear, complete documentation of symptoms, actions taken, and resolution details to maintain an accurate ticket history and support reporting.
• Contribute to the development and maintenance of knowledge base articles, FAQs, and job aids by documenting recurring issues, known workarounds, and standard operating procedures aligned with IT support best practices.
• Support user training sessions or one‑on-one coaching on common procedures, self‑service tools, and secure use of enterprise systems, reinforcing consistent workflows and reducing repeat incidents.
• Collect and relay user feedback and observed trends to help improve support processes, identify recurring issues, and inform continuous improvement in enterprise IT support.

• Associates degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience (per IT Support Specialist IV standard).
• Typically 3–5 years of progressively responsible IT user support or help desk experience in enterprise environments, including experience in mission‑critical or highly regulated government settings.
• Demonstrated proficiency using IT service management and ticketing platforms (e.g., Service Now or Jira) to log, triage, route, and resolve basic support tier incidents and service requests with clear documentation.
• Hands‑on experience troubleshooting end‑user hardware, operating systems, standard business applications, printers, peripherals, and basic network connectivity within defined procedures.
• Experience performing account administration tasks such as password resets, basic access changes, and onboarding/offboarding in accordance with security, auditing, and compliance policies.
• Active Secret security clearance or the ability to obtain and maintain a Secret clearance, in alignment with program requirements.
• U.S. citizenship required.
• Ability…