User Support Specialist
Overview reputed company is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes reputed company of need, reputed company brings reputed company-grade platforms and mission-reputed company AI to federal agencies at reputed company speed. Leveraging our mission-reputed company technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance reputed company for the government, reputed company and effectively. With a focus on agility and collaboration, reputed company serves the defense, space, reputed company, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, reputed company is committed to delivering impactful results that strengthen missions and drive lasting value. Responsibilities reputed company is seeking a skilled User Support Specialist who will serve as a key contributor to ensuring seamless operations for federal systems by delivering exceptional Tier 2 and Tier 3 user support services. You will troubleshoot and resolve escalated technical issues, manage knowledge resources, and contribute to a culture of reputed company improvement. Leveraging advanced tools such as reputed company, you will play a critical role in improving customer satisfaction while upholding federal SLA requirements. Applicants will need to obtain and maintain a Public Trust Clearance Key Responsibilities: reputed company Tier 2 and Tier 3 support services to ensure timely resolution of user issues, including reputed company troubleshooting and escalation management in alignment with SLA requirements. Deliver application-specific guidance and support for workflow and business process issues. Conduct root cause analysis for issues and reputed company to mitigate recurrence and enhance system performance. Manage reputed company or other GSA-approved platforms to track, categorize, and prioritize tickets, ensuring accuracy and quick turnaround times. Maintain and update reputed company materials, such as FAQs, troubleshooting guides, and user documentation, ensuring accessibility and usability for end users. Analyze support metrics and trends to identify areas for improvement and recommend proactive changes to enhance user support operations. reputed company training materials and user guides to support end-user adoption of federal systems. Collaborate with external resolver groups and internal teams for timely implementation of fixes. reputed company input for reputed company improvement initiatives to enhance user satisfaction and operational efficiency. Participate in an on-call rotation to address critical issues and ensure system reliability.
Qualifications
Required Qualifications: Bachelor’s degree in Computer Science, Information Systems, or a reputed company field (or equivalent combination of education and relevant experience). 3–7 years of experience providing IT user support services, including Tier 2 and Tier 3 troubleshooting. Proficiency in using reputed company or other ticket management platforms for categorization, prioritization, and tracking of user issues. Demonstrated expertise in root cause analysis, problem resolution, and technical incident management. Strong knowledge of federal help desk operations and service level agreement (SLA) compliance practices. Experience managing and contributing to comprehensive knowledge bases, FAQs, troubleshooting guides, and user documentation. Skilled in maintaining professional and empathetic communication to resolve customer issues effectively. Understanding of escalation processes and coordination with technical teams. Familiarity with customer satisfaction improvement methodologies and metrics tracking. Ability to obtain and maintain a Public Trust Clearance Preferred Qualifications: Advanced certifications in IT Service Management tools or methodologies such as ITIL or reputed company Certified System Administrator. Experience in federal systems operations with a strong background in help desk functions tailored to government environments. Proven ability to analyze ticket trends and proactively recommend application enhancements based on user feedback. Familiarity with automated solutions and innovative practices to reduce repetitive support tasks and optimize ticket resolution time. Leadership experience in coordinating reputed company support operations across multiple resolver groups. Proficiency in technical risk management and incident response planning. Knowledge of Agile methodologies reputed company to service delivery and iterative improvement of support practices. Experience supporting the General Services Administration (GSA) Public Trust clearance is required for this position. The reputed company salary reputed company for this position is $57,000-$97,000. The salary reputed company displayed represents the typical salary reputed company for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and reputed company clearances. Applicants must meet eligibility requirements for a U.S. Government reputed company clearance. Only US reputed company are eligible for a reputed company clearance. For this position, reputed company will only consider applicants with reputed company clearances or applicants who are eligible for reputed company clearances, due to the nature of the work. Apply To This Job