User Support Specialist

Role Summary
This position provides technical support within an enterprise IT environment, serving as a primary contact for end-users to troubleshoot hardware, software, and network connectivity issues. The role involves diagnosing problems, implementing solutions, and ensuring efficient system operation. Given the hybrid work arrangement, the role combines on-site and remote tasks to meet organizational IT support needs.

Responsibilities

• Respond promptly to customer inquiries related to hardware, software, and network issues.
• Diagnose and resolve technical problems using established troubleshooting procedures.
• Log and document support requests accurately within the trouble ticketing system.
• Escalate complex or recurring issues to Tier 2 or higher-level support teams.
• Install, configure, and maintain software applications and system components.
• Develop and update internal support procedures, FAQs, and documentation.
• Guide users through technical processes and provide follow-up to confirm resolution.
• Manage user accounts, permissions, and shared resources, including VPN and remote desktop connections.
• Collaborate with team members to resolve issues efficiently and meet service level agreements.
• Maintain knowledge of current IT support practices, tools, and certifications.

Qualifications

• Bachelor's degree with 2-5 years of relevant experience or equivalent.
• At least 2 years of experience in IT help desk or support roles.
• Current DoD 8570 IAT Level I certification (e.g., A+, Network+, SSCP).
• Proficiency with Microsoft Office Suite, Outlook, Teams, OneDrive, and SharePoint.
• Familiarity with troubleshooting Adobe applications and Microsoft Office issues.
• Understanding of Active Directory, Azure AD, and EDMS (preferred).
• Knowledge of VPNs, Remote Desktop, and file sharing permissions (preferred).
• Demonstrated ability to diagnose and resolve technical issues efficiently.
• Strong communication skills for explaining technical concepts clearly.
• Patience and empathy in supporting end-users and maintaining user satisfaction.
• Ability to manage multiple tickets and prioritize effectively.
• Experience with ServiceNow or similar ticketing systems (preferred).
• This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required.

Publishing Pay Range: $20.00 - $25.00 Hourly

This position offers a hybrid schedule, with time split between the office and remote work.