User Support Specialist

Role Summary
This position involves providing technical support and troubleshooting services within an IT help desk environment. The role requires addressing customer inquiries related to hardware, software, and network connectivity, ensuring efficient resolution of technical issues. It is suited for an experienced IT support professional capable of managing multiple tickets, documenting issues, and escalating complex problems as needed.

Responsibilities

• Respond to customer inquiries and troubleshoot hardware, software, and network connectivity issues.
• Diagnose and resolve technical problems through systematic problem-solving procedures.
• Serve as the primary point of contact for users, documenting all support requests in the trouble ticketing system.
• Escalate unresolved or complex issues to Tier 2 or higher-level support teams for further assistance.
• Install, configure, and maintain software applications and hardware components.
• Develop and update internal documentation, procedures, FAQs, and knowledge base articles.
• Guide users through system usage, providing clear instructions and follow-up communication to ensure resolution.
• Maintain and manage user accounts, distribution groups, and permissions, including file sharing settings.
• Troubleshoot VPN connections, Remote Desktop access, and other remote connectivity tools.
• Collaborate with team members to ensure timely resolution of tickets and adherence to service level agreements (SLAs).

Qualifications

• Bachelor’s degree or equivalent with 2-5 years of relevant IT support or help desk experience.
• Current DoD 8570 IAT Level I certification (e.g., A+, Network+, SSCP).
• Proficiency in Microsoft applications such as Outlook, Teams, OneDrive, and SharePoint.
• Experience troubleshooting Adobe issues and familiarity with the Microsoft Office suite.
• Knowledge of Azure Active Directory, ADUC, and Electronic Document Management Systems (preferred).
• Understanding of VPN and Remote Desktop connections (preferred).
• Experience managing user accounts, file sharing permissions, and running scripts.
• Proven ability to diagnose, troubleshoot, and resolve technical issues efficiently.
• Strong communication skills, with the ability to convey technical information to non-technical users.
• Patience and empathy for delivering high-quality customer support.
• Ability to manage multiple tickets and prioritize tasks independently or within a team.
• 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
Location Requirements: Hybrid