User Support Specialist
Accountabilities: Provide Tier 2 and Tier 3 technical support by diagnosing and resolving complex user issues, ensuring compliance with service level agreements and escalation procedures.
Manage and prioritize support tickets using enterprise platforms (such as ServiceNow), ensuring accurate documentation, categorization, and timely resolution.
Perform root cause analysis on recurring incidents and contribute to long-term solutions that improve system performance and reduce future disruptions.
Deliver application and workflow support to end users, helping them navigate system functionality and business processes effectively.
Maintain and continuously improve knowledge base content, including FAQs, troubleshooting guides, and user documentation.
Collaborate with internal teams and external resolver groups to coordinate fixes, enhancements, and issue resolution.
Analyze support metrics and ticket trends to identify opportunities for process improvement and increased service efficiency.
Contribute to training materials and user enablement initiatives to strengthen adoption and reduce support dependency.
Participate in on-call rotations to ensure timely response to critical incidents and maintain system reliability.
Requirements:
3–7 years of experience in IT user support, service desk, or technical troubleshooting roles, with Tier 2–Tier 3 responsibilities.
Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent combination of education and experience).
Strong experience using ServiceNow or similar ticketing and IT service management platforms.
Solid understanding of incident management, escalation workflows, and SLA-driven support environments.
Proven ability to conduct root cause analysis and resolve complex technical issues effectively.
Experience maintaining and developing knowledge base documentation, user guides, and support resources.
Strong communication and interpersonal skills with the ability to deliver clear, empathetic user support.
Ability to analyze support trends and recommend improvements to systems, processes, and user experience.
Comfort working in structured, fast-paced environments with rotating on-call responsibilities.
Must be eligible to obtain and maintain a U.S. Public Trust Clearance (U.S. citizenship required for clearance eligibility).
Benefits:
Competitive salary range: $57,000 – $97,000 USD , based on experience and qualifications
Remote or hybrid flexibility depending on assignment requirements
Opportunity to work on mission-critical federal systems with high operational impact
Exposure to advanced IT service management tools and structured support environments
Career development opportunities in IT service delivery and federal systems support
Collaborative environment focused on continuous improvement and operational excellence
Participation in on-call rotations with additional exposure to high-priority incident management
Structured, SLA-driven work environment with clear processes and escalation paths.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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