User Support Specialist – Journeyman

The User Support Specialist – Journeyman provides tiered technical support to end users in a mission‑critical enterprise environment, resolving hardware, software, and network issues while maintaining high levels of customer service and system availability. The role focuses on managing support requests through IT service management tools, ensuring timely resolution, accurate documentation, and adherence to service level agreements for “Basic Support” tier services. The specialist also supports user onboarding, access management, training, and knowledge base development to improve user experience and overall support quality.

 

Key Responsibilities

• 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.

 

Required Qualifications

• 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.

 

Preferred Qualifications

• 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