User Support Specialist

Leidos • Chantilly, VA

7h

About The Position

The User Support Specialist provides advanced technical and functional support to end users, ensuring timely resolution of issues and a high-quality user experience. This role serves as a key liaison between users and technical teams, delivering Tier 2 and Tier 3 support, developing user training materials, and contributing to continuous process and system improvements.

Requirements

• Active TS/SCI with Polygraph
• Bachelor’s degree and 8 years of experience. Additional experience in lieu of degree
• Experience providing Tier 2/Tier 3 technical or application support
• Strong troubleshooting and analytical skills
• Experience creating user documentation and knowledge articles
• Ability to communicate effectively with both technical and non-technical users
• Familiarity with ticketing or tracking systems (e.g., ServiceNow, JIRA, Confluence) and support workflows

Nice To Haves

• Experience supporting testing efforts or UAT is a plus

Responsibilities

• User Support & Issue Resolution Provide Tier 2 and Tier 3 technical support, troubleshooting complex system and application issues
• Analyze, diagnose, and resolve escalated incidents from Tier 1 support
• Coordinate with cross-functional teams to resolve high-priority or unresolved issues
• Perform follow-ups with users to ensure issue resolution and satisfaction
• User Engagement & Communication Serve as a primary point of contact for user inquiries, questions, and ongoing support needs
• Proactively reach back to users to clarify issues, provide updates, and ensure understanding
• Deliver clear, user-friendly explanations of technical concepts
• Training & User Enablement Develop and deliver user training sessions, demos, and onboarding support
• Create and maintain training documentation, including job aids and step-by-step guides
• Support adoption of new systems, tools, and processes through effective user education
• Documentation & Knowledge Management Create, update, and manage knowledge base articles and any help documents to support self-service and team efficiency
• Maintain and enhance user guides and support documentation
• Ensure documentation is accurate, current, and aligned with system updates
• Testing & Quality Assurance Support Ability to assist in testing activities to validate and reproduce user-reported issues
• Support User Acceptance Testing (UAT) by confirming functionality and documenting results
• Collaborate with development teams to verify fixes and system enhancements

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees