User Support Specialist

Location: On-site in Arlington, Virginia, United States

Salary: $67,000–$117,000 per year

Company

DoD-focused position supporting users, systems, and applications in a secure operational environment.

What you will do

• Handle user requests and provide basic troubleshooting through ServiceNow, Jira, phone, email, chat, and in-person channels.
• Log and track support interactions, ticket status, and resolution details.
• Troubleshoot hardware, software, network, account, password, and basic access issues within scope.
• Escalate complex issues to the appropriate technical teams.
• Create and maintain knowledge-base articles and FAQs, and support user training sessions.
• Collect user feedback, identify recurring issues, and help improve support processes.

Requirements

• Current authorization to work full-time in the United States is required; visa sponsorship is not available.
• Secret security clearance is required.
• Junior: 0–3 years of experience and a bachelor's degree.
• Journeyman: 4–7 years of experience and a bachelor's degree.
• Senior: 8+ years of experience and a bachelor's degree.
• Professional English proficiency, strong communication skills, self-starter mindset, and proficiency with Microsoft Office applications.

Nice to have

• CND, GFACT, GSEC, or Security+ certification for Junior and Journeyman roles.
• SecurityX/CASP+, CCNP Security, CISA, FITSP-O, GICSP, or SSCP certification for Senior roles.

Culture & Benefits

• Health care coverage with medical, dental, and vision plans.
• 401(k) or IRA retirement plan with employer matching.
• Life insurance and short- and long-term disability coverage.
• Paid vacation, sick leave, and public holidays.
• Training and development, employee assistance program, and reasonable workplace accommodations.
• Occasional travel of up to 10% may be required.