User Support Specialist
About The Position
The User Support Specialist will provide basic support such as handling user requests, basic troubleshooting, and documentation via ticketing systems like ServiceNow or Jira. This person will use multiple communication channels to assist users, including phone, email, chat, and in-person support. This person will handle standard requests and basic troubleshooting, providing "Basic Support" tier services as described in organizational documentation. This person will log and track all support interactions, ensuring accurate and timely updates to ticket status and resolution details. This person will troubleshoot hardware, software, and network issues within their scope of expertise, escalating more complex issues to appropriate teams. This person will assist users with account-related issues, password resets, and basic access problems. This person will contribute to the development and maintenance of the knowledge base, creating and updating support articles and FAQs. This person will participate in user training sessions, helping to educate users on common procedures and best practices. This person will collect and report on user feedback to help improve support processes and identify recurring issues. This person will stay current with supported systems and applications to provide accurate and efficient support.
Requirements
- SECRET Security Clearance Required
- CND, GFACT, GSEC, or Security+ cerification (for Junior / Journeyman roles)
- SecurityX / CASP+, CCNP Security, CISA, FITSP-O, GICSP, or SSCP certification (for Senior role)
- Professional proficiency in English is required.
- Demonstrated proficiency in using all Microsoft Office applications.
- Applicants must be currently authorized to work in the United States on a full-time basis.
- Avalore will not sponsor applicants for work visas for this position.
Nice To Haves
- Junior: 0 - 3 years of experience + Bachelor's Degree
- Journeyman: 4 - 7 years of experience + Bachelor's Degree
- Senior: 8+ years of experience + Bachelor's Degree
- Good communication skills, self-starter mindset.
Responsibilities
- Handle user requests, basic troubleshooting, and documentation via ticketing systems like ServiceNow or Jira.
- Use multiple communication channels to assist users, including phone, email, chat, and in-person support.
- Handle standard requests and basic troubleshooting, providing "Basic Support" tier services.
- Log and track all support interactions, ensuring accurate and timely updates to ticket status and resolution details.
- Troubleshoot hardware, software, and network issues within their scope of expertise, escalating more complex issues to appropriate teams.
- Assist users with account-related issues, password resets, and basic access problems.
- Contribute to the development and maintenance of the knowledge base, creating and updating support articles and FAQs.
- Participate in user training sessions, helping to educate users on common procedures and best practices.
- Collect and report on user feedback to help improve support processes and identify recurring issues.
- Stay current with supported systems and applications to provide accurate and efficient support.
Benefits
- Employer Contributions to Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA) with a generous matching program
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
