User Support Specialist
Skills
Computer ScienceAdoptionAnalytical SkillsBusiness ProcessIT Service ManagementRoot CauseService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor’s degree in Computer Science Information Systems or related field or equivalent experience
- 3 to 7 years of IT user support experience including Tier 2 and Tier 3 troubleshooting
- Proficiency with ServiceNow or similar ticket management platforms
- Experience with root cause analysis incident management and problem resolution
- Strong knowledge of federal help desk operations and SLA compliance
- Experience creating and maintaining FAQs troubleshooting guides and user documentation
- Professional empathetic communication skills
- Understanding of escalation processes and coordination with technical teams
- Ability to obtain and maintain a Public Trust Clearance
Nice to have
- ITIL knowledge
- ServiceNow CSA
- Federal systems experience
- Ticket trend analysis
- Automated support mindset
- Leadership experience
- Agile familiarity
- GSA support experience
Day to day
- Provide Tier 2 and Tier 3 support for federal users and resolve escalated technical issues with speed and professionalism
- Troubleshoot workflow and business process problems using ServiceNow and other approved ticketing platforms
- Maintain knowledge bases training materials and user guides while collaborating with resolver groups to improve service delivery