User Support Specialist

Concept Plus, LLC

1d

About The Position

Concept Plus is seeking a User Support Specialist to provide Tier 1 and 2 user support and escalate Tier 3 issues for the Scrum team supporting the KDSS platform. Run calls for status updates.

Requirements

• US Citizen
• Knowledge and experience in Agile methodologies.
• Experienced using Atlassian tools, including Jira and Jira Service Management (JSM).
• Proficient in MS Office Suite (Word, Excel, Outlook, Teams, Project).
• 2+ years of Help Desk Support experience.
• Ability to communicate effectively, both orally and in writing

Nice To Haves

• Active security clearance.
• Prior DoW/USAF experience

Responsibilities

• Work as part of a Scrum team.
• Provide Tier 1 and Tier 2 user support, escalating Tier 3 issues to the Scrum team for resolution; engage functional SMEs to help resolve user issues.
• Act as the first point of contact for user questions and issues, receiving support and guidance from the Functional Lead.
• Support system testing during downtime and provide technical writing support as needed.
• Support testing and documentation activities during downtime from resolving helpdesk inquiries.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed