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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # User Support Specialist - **Company:** DUNHILL PROFESSIONAL SEARCH - **Location:** Fairfax, VA, United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** JIRA, Basic Access Authentication, CompTIA Network+, Data Infrastructure, Identity and Access Management, Issue Tracking Systems, Knowledge Management, Network Troubleshooting, Networking Basics, Productivity Software, TCP/IP, Connectivity Problems, SC Clearance, Information Technology, User Administration, Servicenow, Windows Client - **Published:** July 8, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9016701/user-support-specialist ## About the Role Required Qualifications: Jr * Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience. * 0-3 years of experience in IT support or help desk roles providing end-user support in technical environments. * Demonstrated ability to resolve routine user requests and perform basic troubleshooting of hardware, software, and network connectivity issues. * Experience using ticketing systems such as ServiceNow or Jira to document and track incidents and service requests. * Strong multi-channel communication skills (phone, email, chat, and in-person) with a customer-oriented approach and attention to documentation quality. * Experience with basic user account management activities including account setup, password resets, and standard access requests. * Must meet DoD 8140 requirements, hold an active Secret clearance, and be a U.S. citizen eligible to work in a federal IT environment., Required Qualifications: Journeyman * Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience. * 4-7 years of experience providing end-user support or help desk services in technical environments, ideally within enterprise or government IT settings. * Demonstrated ability to perform basic to intermediate troubleshooting of hardware, software, and network connectivity issues and to resolve standard user requests. * Experience using ticketing systems (e.g., ServiceNow, Jira) to document, track, and close incidents and service requests in accordance with SLAs and support standards. * Proficiency in multi-channel communication, including phone, email, chat, and in-person interactions, with strong customer service and documentation skills. * Experience with user account management, password resets, and basic access control in secure environments, with the ability to follow established security and compliance procedures. * Must meet DoD 8140 requirements and hold an active Secret clearance, and must be a U.S. citizen eligible to work in a federal IT environment., * Familiarity with basic networking and operating system concepts (e.g., Windows client environments, basic TCP/IP, and common productivity tools). * Exposure to IT service management tools or environments and an understanding of structured support processes. * Entry-level certification such as CompTIA A+ or equivalent; CompTIA Network+ or Security+ is a plus. * Experience contributing to knowledge base content or user-facing documentation in an IT support context. * Familiarity with ITIL service management frameworks and best practices for incident, request, and knowledge management. * Experience supporting enterprise or government IT systems, including remote and distributed user bases. * Professional certification such as CompTIA A+, Network+, Security+, or ITIL Foundation. * Experience identifying recurring issues from ticket data and contributing to continuous improvement initiatives in support operations. #cjpost ## Description We are looking to hire Junior and Journeyman level User Support Specialists in support of the DoD War Data Platform program. This is a great opportunity for someone looking to launch or grow their IT support career while supporting an enterprise DoD environment., * Provide first-line support for common technical issues including login, software, and basic connectivity problems using established troubleshooting steps and knowledge articles. * Log, track, and update incidents and service requests in ticketing systems such as ServiceNow or Jira, ensuring clear documentation of user issues and resolutions. * Perform basic troubleshooting of hardware, software, and network issues within defined scope, escalating unresolved or complex cases to higher-tier support teams. * Assist with account setup, password resets, and routine access requests in accordance with security and access management procedures. * Communicate clearly and professionally with users across phone, email, chat, and in-person channels to guide issue resolution and set expectations. * Document resolutions and contribute to the improvement of knowledge base content, support articles, and FAQs based on recurring issues. * Support user onboarding and basic training activities on enterprise systems and tools, reinforcing common procedures and best practices. * Maintain awareness of supported systems and applications, learning enterprise support processes to improve service delivery over time., * Troubleshoot hardware, software, and network issues using structured diagnostic methodologies, resolving problems within defined scope and escalating complex issues to specialized teams as appropriate. * Manage incidents and service requests using ITSM tools such as ServiceNow or Jira, ensuring all interactions are logged, tracked, and updated with clear status and resolution details. * Provide multi-channel support to users (phone, email, chat, and in-person), delivering clear, professional communication and maintaining a strong customer service orientation. * Handle user account provisioning, password resets, and basic access control in secure environments, following established access management and DoD 8140 compliance procedures. * Contribute to the creation and maintenance of knowledge base content, including support articles and FAQs, based on resolved tickets and recurring issues. * Monitor ticket queues to meet established service level agreements (SLAs) for response and resolution times, performing trend analysis on recurring issues to inform process improvements. * Participate in user training and adoption activities for enterprise systems and tools, helping users understand common procedures, best practices, and self-service options. * Collect and report user feedback related to support interactions, using this information to recommend improvements to support processes and documentation. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How to Write a CV and Interview if You Don't Fully Qualify For The Job](https://www.wearedevelopers.com/magazine/183-how-to-write-a-cv-and-interview-if-you-don-t-fully-qualify-for-the-job) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume)