User Support Specialist

Role Summary
This role involves providing technical support to end-users by responding to inquiries, troubleshooting hardware, software, and network connectivity issues. The individual will diagnose root causes, implement solutions, and serve as a primary point of contact for support requests. It requires maintaining systems, documentation, and ensuring customer satisfaction through clear communication and effective problem resolution.

Responsibilities

• Respond to customer inquiries and troubleshoot issues related to hardware, software, and network connectivity.
• Diagnose and resolve technical problems using established troubleshooting procedures.
• Serve as the primary contact for support requests, logging all calls and issues in the ticketing system.
• Escalate complex or recurring issues to Tier 2 or higher-level support teams.
• Install, configure, and maintain software and related systems.
• Create and update internal documentation, procedures, and FAQs.
• Guide users through system usage and provide follow-up support to ensure resolution.
• Manage user accounts, distribution groups, shared mailboxes, and file sharing permissions.
• Utilize tools such as ServiceNow or similar systems to track and manage support tickets.
• Maintain knowledge of relevant technologies, including Microsoft applications, Active Directory, and VPN connections.

Qualifications

• Bachelor’s degree with 2-5 years of experience or equivalent technical experience.
• At least 2 years of experience in IT support or help desk environments.
• 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 issues and Microsoft Office applications.
• Understanding of Azure Active Directory, ADUC, and EDMS (preferred).
• Knowledge of VPN and Remote Desktop connections (preferred).
• Strong diagnostic skills and the ability to manage multiple support tickets effectively.
• Excellent verbal and written communication skills for technical and non-technical audiences.
• Ability to work independently, prioritize tasks, and meet SLAs.
• 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.