User Support Specialist

Leidos•Chantilly, VA

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. Key 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 Core Competencies: Verbal and Written Communication Problem Solving & Critical Thinking Customer Service Excellence Technical Communication Documentation & Knowledge Management Collaboration & Teamwork Attention to Detail Ability to simplify complex technical concepts into clear, user-friendly language for non-technical audiences Required Qualifications Active TS/SCI with Polygraph Bachelor’s degree and 12+ 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 Experience supporting testing efforts or UAT is a plus FIP If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares. Original Posting: April 10, 2026 For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. Pay Range: Pay Range $105,300.00 - $190,350.00 The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $17.2 billion for the fiscal year ended January 2, 2026. For more information, visit www.Leidos.com. Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here. Securing Your Data Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected]. Commitment and Diversity All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Requirements

Active TS/SCI with Polygraph
Bachelor’s degree and 12+ 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

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
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
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
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
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