User Support Specialist

User Support Specialist

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 8 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

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