User Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide Tier 2 and Tier 3 support services to guarantee timely resolution of user issues, including complex troubleshooting and escalation management in accordance with SLA requirements.

• Offer application-specific guidance and support for workflow and business process challenges.

• Conduct root cause analysis for issues and identify solutions to prevent recurrence and improve system performance.

• Manage ServiceNow or other GSA-approved platforms to track, categorize, and prioritize tickets, ensuring precision and swift turnaround times.

• Maintain and update knowledge management materials, such as FAQs, troubleshooting guides, and user documentation, ensuring they are accessible and user-friendly for end users.

• Analyze support metrics and trends to identify improvement areas and propose proactive modifications to enhance user support operations.

• Create training materials and user guides to assist end-user adoption of federal systems.

• Collaborate with external resolver groups and internal teams for the timely implementation of fixes.

• Contribute to continuous improvement initiatives aimed at enhancing user satisfaction and operational efficiency.

• Participate in an on-call rotation to address critical issues and ensure system reliability.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or an equivalent combination of education and relevant experience).

• 3–7 years of experience in delivering IT user support services, including Tier 2 and Tier 3 troubleshooting.

• Proficient in using ServiceNow or other ticket management platforms for categorizing, prioritizing, and tracking user issues.

• Proven expertise in root cause analysis, problem resolution, and technical incident management.

• Strong understanding of federal help desk operations and service level agreement (SLA) compliance practices.

• Experience in managing and contributing to comprehensive knowledge bases, FAQs, troubleshooting guides, and user documentation.

• Excellent skills in maintaining professional and empathetic communication to effectively resolve customer issues.

• Knowledge of escalation processes and coordination with technical teams.

• Familiarity with methodologies for improving customer satisfaction and tracking metrics.

• Ability to obtain and maintain a Public Trust Clearance.

🏝️ Benefits

• High Fringe benefits

• Full-Time employment