User Support Specialist

The Junior User Support Specialist will serve as a remote point of contact for technical support, mobile equipment administration, and remote connectivity troubleshooting. The role requires foundational technical problem-solving skills, excellent customer service, and the ability to resolve hardware, software, and network issues efficiently within established Service Level Agreements (SLAs) in a virtual team environment. Key responsibilities include:

• Respond to customer questions and troubleshoot technical issues related to Electronics.
• Ask questions and use problem-solving skills to route the ticket to the correct group within a large organization.

• Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system. Open tech request site visits tickets.

• Report significant or recurring issues to higher-level support teams (Tier 2 or higher).
• Install and configure software, and document internal procedures and FAQs.
• Walk users through the use of our products or systems and provide follow-up communication to ensure resolution.
• Open tech request site visits tickets.

High School with 0 - 3 years (or commensurate experience), * Proficiency in Windows operating systems and familiarity with mobile devices including iPhones and iPads.

• Excellent verbal and written communication skills.
• Patience and empathy to provide top-notch service and ensure user satisfaction.
• Ability to prioritize tasks and handle multiple tickets simultaneously.
• Ability to work independently and as part of a team.
• Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).

Clearance Required: Active Secret Clearance. Preferred Skills and Experience *

• Experience supporting DoD or U.S. Coast Guard enterprise service desk environments.
• Experience with ServiceNow (SNOW) or equivalent enterprise trouble ticketing software.
• Experience working in a fast-paced call center or technical help desk environment.