workable
User Support Specialist
Avalore, LLC
Arlington, USA
Full-time
Mid-Senior
Onsite
Discovered 2 weeks ago
User supportBasic troubleshootingServiceNowJiraTicketing systemsHardware, software, and network troubleshooting
Free
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User supportBasic troubleshootingServiceNow
Role Overview
Provide Basic Support tier services to users within a Department of Defense TS/SCI support environment.
Support is delivered through phone, email, chat, ticketing systems, and in-person channels.
Key Skills for This Role
User supportBasic troubleshootingServiceNowJiraTicketing systemsHardware, software, and network troubleshooting
Full Job Posting
Role overview
Provide Basic Support tier services to users within a Department of Defense TS/SCI support environment.
Support is delivered through phone, email, chat, ticketing systems, and in-person channels.
Responsibilities
- Handle user requests, basic troubleshooting, and documentation through ServiceNow or Jira.
- Log support interactions and maintain accurate ticket status and resolution details.
- Troubleshoot hardware, software, and network issues and escalate complex problems.
- Resolve account issues, password resets, and basic access problems.
- Create and maintain knowledge base articles and FAQs.
- Participate in user training and report feedback about recurring issues.
- Stay current with supported systems and applications.
Requirements
- Secret security clearance is required.
- Certification requirements vary by level: CND, GFACT, GSEC, or Security+ for Junior or Journeyman; or SecurityX/CASP+, CCNP Security, CISA, FITSP-O, GICSP, or SSCP for Senior.
- The posting supports Junior, Journeyman, and Senior levels with 0–3, 4–7, or 8+ years of experience respectively, each requiring a bachelor's degree.
- Good communication skills, a self-starter mindset, professional English proficiency, and Microsoft Office proficiency are required.
- Applicants must be authorized to work full time in the United States without visa sponsorship.
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