Technical Support / QA Specialist

Far West Federal•Arlington, VA

41d

About The Position

The Technical Support / QA Specialist ensures high-quality delivery across GA's enterprise platforms by conducting release testing, triaging user issues, and developing clear documentation and training materials that strengthen adoption and enhance the end-user experience. This role serves as a critical quality and user-experience advocate within the Integrated EDSA Governance & Shared Services Team, partnering closely with engineers, PMO leadership, and stakeholders to ensure consistent platform performance and user satisfaction.

Requirements

Experience in software testing, QA processes, or technical user support .
Ability to develop clear, structured user documentation and training materials.
Strong troubleshooting, analytical, and communication skills.
Experience with ticketing or helpdesk workflow systems.
Ability to work effectively in a structured, fast-paced enterprise environment.
Bachelor's degree and 5+ years of relevant experience (or equivalent combination of education and experience).

Nice To Haves

Familiarity with ServiceNow, SharePoint, or Power Platform environments.
Experience supporting federal programs or enterprise technology rollouts.
Exposure to QA, triage, or support roles within cross-functional modernization teams.
Experience contributing to governance reporting or performance metrics tracking.

Responsibilities

Perform QA testing for all platform releases prior to deployment, ensuring functionality, quality, and usability standards are met.
Serve as the first line of defense for helpdesk ticket triage , routing issues to the appropriate Shared Services resource.
Create, maintain, and deliver user guides, training materials, and SOPs supporting ServiceNow, SharePoint, and Power Platform usage.
Maintain governance reporting artifacts, including logs of resolved tickets, test results, and documentation updates.
Support modernization efforts by validating new workflows, features, integrations, and platform upgrades.
Partner closely with ServiceNow, SharePoint, Power Platform, and Integration engineers to ensure consistent quality and positive user experience.
Provide user-facing training sessions and individual support to ensure adoption of new capabilities.
Recommend and implement continuous improvement initiatives for QA processes, documentation standards, and helpdesk procedures.
Track and analyze metrics on user issues, defect density, and test coverage to inform quality improvements.
Collaborate and coordinate with technical team members, PMO leadership, and stakeholders to ensure consistent quality and enterprise alignment.