User Support Specialist – Junior

The User Support Specialist – Junior delivers entry‑level technical support to end users in an enterprise environment, resolving routine hardware, software, and account‑related issues while maintaining accurate ticket documentation and strong customer service. The role focuses on first‑line “Basic Support” tier services, using standard procedures and knowledge articles to troubleshoot common problems and escalating complex issues to higher‑tier teams as needed. The specialist also assists with user onboarding, basic training, and knowledge base contributions to enhance system usability and self‑service adoption.

• →Provide first‑line support for common technical issues including login, software, and basic connectivity problems using established troubleshooting steps and knowledge articles.
• →Log, track, and update incidents and service requests in ticketing systems such as ServiceNow or Jira, ensuring clear documentation of user issues and resolutions.
• →Perform basic troubleshooting of hardware, software, and network issues within defined scope, escalating unresolved or complex cases to higher‑tier support teams.
• →Assist with account setup, password resets, and routine access requests in accordance with security and access management procedures.
• →Communicate clearly and professionally with users across phone, email, chat, and in‑person channels to guide issue resolution and set expectations.
• →Document resolutions and contribute to the improvement of knowledge base content, support articles, and FAQs based on recurring issues.
• →Support user onboarding and basic training activities on enterprise systems and tools, reinforcing common procedures and best practices.
• →Maintain awareness of supported systems and applications, learning enterprise support processes to improve service delivery over time.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
• 0–3 years of experience in IT support or help desk roles providing end‑user support in technical environments.
• Demonstrated ability to resolve routine user requests and perform basic troubleshooting of hardware, software, and network connectivity issues.
• Experience using ticketing systems such as ServiceNow or Jira to document and track incidents and service requests.
• Strong multi‑channel communication skills (phone, email, chat, and in‑person) with a customer‑oriented approach and attention to documentation quality.
• Experience with basic user account management activities including account setup, password resets, and standard access requests.
• Must meet DoD 8140 requirements, hold an active Secret clearance, and be a U.S. citizen eligible to work in a federal IT environment.

• Familiarity with basic networking and operating system concepts (e.g., Windows client environments, basic TCP/IP, and common productivity tools).
• Exposure to IT service management tools or environments and an understanding of structured support processes.
• Entry‑level certification such as CompTIA A+ or equivalent; CompTIA Network+ or Security+ is a plus.
• Experience contributing to knowledge base content or user‑facing documentation in an IT support context.

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All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.