User Support Specialist

User Support Specialist

We are seeking a dedicated and detail-oriented User Support Specialist to join our technical support team on Shift 2. In this role, you will play a vital part in ensuring our users receive prompt and effective assistance with hardware, software, and network connectivity issues. If you have a passion for helping others and are eager to grow your IT support skills, we want to hear from you.

Key Responsibilities:

• Provide first-level technical support by responding promptly to customer inquiries via phone, email, or chat, and troubleshooting issues related to hardware, software, and network connectivity.
• Diagnose and resolve technical problems using established troubleshooting procedures, identifying root causes and implementing effective solutions.
• Serve as the primary point of contact for users, accurately documenting and logging all support requests and issues in the trouble ticketing system.
• Escalate complex or recurring issues to Tier 2 or higher support teams, ensuring timely resolution.
• Install, configure, and maintain end-user software and hardware components, including routine system updates.
• Develop and update internal documentation such as procedures, FAQs, and user guides to promote ongoing efficiency.
• Clearly communicate technical information to users in a friendly and professional manner, guiding them through system features and resolving their concerns.
• Follow up with users post-resolution to ensure satisfaction and proper system use.

Qualifications:

• Bachelor’s degree or equivalent experience with 2+ years in an IT support or help desk environment.
• Must be legally authorized to work in the United States without employer sponsorship, now or in the future.
• Current DoD 8570 IAT Level I certification (e.g., A+, Network+, SSCP).
• Proficient in Microsoft Office applications (Outlook, Teams, OneDrive, SharePoint).
• Knowledge of troubleshooting Adobe applications and Microsoft Office Suite.
• Familiarity with Azure Active Directory, ADUC, and Electronic Document Management Systems (preferred).
• Understanding of VPN and Remote Desktop connections (preferred).
• Experience managing user accounts, permissions, distribution groups, and shared mailboxes; running scripts.
• Strong problem-solving skills with the ability to follow structured troubleshooting processes efficiently.
• Excellent verbal and written communication skills, capable of explaining technical concepts to non-technical users.
• Patience, empathy, and a customer-focused attitude to deliver high-quality support.
• Ability to prioritize multiple tickets, manage time effectively, and meet service level agreements independently or as part of a team.
• Experience with ticketing systems such as ServiceNow (SNOW) or similar tools (preferred).
• Clearance: Must be clearable to an active Secret clearance.

Preferred Skills and Experience:

• Experience working with U.S. Coast Guard or other federal agencies.
• Familiarity with ITIL service management frameworks.
• Knowledge of data lifecycle management and best practices for enterprise collaboration tools.

Pay Range: $20.00 – $25.00 Hourly

This position offers an excellent opportunity for professional growth within a dynamic support environment. If you are eager to develop your IT support expertise and contribute to a mission-focused team, apply today!