Senior Application Support Specialist

Primary Responsibilities

Respond to end-user questions regarding application functionality, navigation, and established business processes.

Guide users through application workflows and explain how system features should be used to accomplish business tasks.

Troubleshoot reported application issues and determine whether the issue is related to user understanding, data, permissions, configuration, system functionality, or a potential software defect.

Reproduce reported problems and document the steps, conditions, expected behavior, and actual behavior.

Resolve issues within the Help Desk's established knowledge and authority and elevate issues requiring specialized functional or technical expertise.

Create, update, categorise, prioritise, and track support tickets through resolution.

Gather sufficient information before escalating potential defects to reduce unnecessary development-team investigation.

Assist users with account, role, access, and permission questions in accordance with established procedures.

Research application documentation, knowledge articles, procedures, and previously resolved tickets to identify solutions.

Develop and maintain knowledge-base articles, FAQs, quick-reference guides, and other user-support documentation.

Identify recurring user questions or areas of confusion and recommend improvements to documentation, training, application usability, or business processes.

Communicate application changes, known issues, workarounds, and resolutions to affected users as appropriate.

Support new releases by becoming familiar with new and modified functionality before deployment.

Coordinate with software developers, testers, business analysts, system administrators, and subject-matter experts when issues cannot be resolved at the Help Desk level.

Maintain accurate records of user interactions, troubleshooting performed, resolutions, and escalations.

Monitor support trends and identify recurring issues that may warrant corrective action, additional training, or application enhancement.

Provide professional, customer-focused support to users with varying levels of technical proficiency.

• Experience providing application or end-user support
• Ability to learn complex enterprise software and business processes
• Strong analytical and troubleshooting skills
• Ability to explain technical or complex processes in understandable terms
• Experience with ticket-management and knowledge-management systems such as Jira and Confluence
• Excellent customer service based on active, empathetic listening with problem-solving focus
• Strong written and verbal communication skills
• Ability to distinguish among training, procedural, access, data, configuration, and software-related issues.

• Understanding of training organizations, a plus.
• Experience with NIST application security requirements, a plus.

Please be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.

At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it.

We’re not hiring followers.

Pay Range:
Pay Range $ - $

Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations.

Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $17.2 billion for the fiscal year ended January 2, 2026.

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.

• competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

More details are available here.

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a  email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy,…