User Support Specialist
Core
Frontline technical support for users of a mission-critical platform supporting federal operations, handling troubleshooting and issue resolution.
Role type
User Support Specialist (Tier 1 & 2)
Builds
Support services for federal operations users
Domain
Defense and National Security
Deliverable
client delivery
Required skills
Tier 1 and Tier 2 support, Agile/Scrum methodology, Jira/Jira Service Management, Microsoft Office suite, technical troubleshooting, problem-solving, technical writing
Preferred skills
Active security clearance, prior experience supporting Department of War or U.S. Air Force environments
Responsibilities
Serve as first point of contact for user questions and technical issues; Provide Tier 1 and Tier 2 user support and troubleshooting; Escalate Tier 3 issues to technical teams; Collaborate with functional subject-matter experts and Functional Lead; Participate in Agile Scrum team planning and issue resolution; Run support calls and status-update meetings; Support system testing activities; Assist with technical writing and user documentation
