User Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a User Support Specialist based in United States. This role provides frontline technical support for users of a mission-critical platform supporting federal operations. You’ll serve as a key point of contact for user questions, troubleshooting issues and ensuring timely resolution. Working within an Agile Scrum environment, you’ll handle Tier 1 and Tier 2 requests while coordinating Tier 3 escalations with technical teams. You’ll collaborate with functional subject-matter experts and the Functional Lead to diagnose issues and deliver effective support. The role also provides opportunities to contribute to system testing, technical documentation, and process improvements during lower-volume periods. Strong communication, organization, and customer service skills will be essential in a collaborative, mission-focused environment. This is a fully remote opportunity supporting work in the Defense and National Security sector.

Serve as the first point of contact for user questions, technical issues, and support requests. Provide Tier 1 and Tier 2 user support, troubleshooting problems and guiding users toward effective solutions. Escalate Tier 3 issues to the appropriate Scrum team members and coordinate with functional subject-matter experts when additional expertise is required. Work closely with the Functional Lead to receive guidance, resolve issues, and maintain effective user support processes. Participate as a member of an Agile Scrum team and contribute to collaborative planning and issue resolution activities. Run support calls and status-update meetings to communicate progress, outstanding issues, and resolution timelines. Support system testing activities, particularly during periods of lower helpdesk demand or system downtime. Assist with technical writing, user documentation, and other materials required to support the platform and its users. Contribute to testing and documentation activities between helpdesk support assignments. Maintain clear and effective communication with users and internal team members throughout the support lifecycle. Requirements U.S. citizenship is required. At least 2 years of experience in Help Desk or User Support roles. Knowledge of and practical experience with Agile methodologies and Scrum environments. Experience using Atlassian tools, particularly Jira and Jira Service Management (JSM). Proficiency with Microsoft Office applications, including Word, Excel, Outlook, Teams, and Project. Strong troubleshooting and problem-solving abilities with the capacity to determine when an issue requires escalation. Excellent verbal and written communication skills, with the ability to explain technical information clearly to users and team members. Ability to collaborate effectively with functional experts, technical teams, and other stakeholders. Strong organization and attention to detail when managing multiple support requests and documentation activities. Preferred: active security clearance. Preferred: prior experience supporting Department of War (DoW) or U.S. Air Force environments. Benefits Fully remote position within the United States. Opportunity to support technology initiatives within the Defense and National Security sector. Comprehensive health, dental, and vision insurance. Employer-paid life insurance. Paid time off. 11 paid holidays. Performance bonus opportunities. Tuition reimbursement. Unlimited training and professional development opportunities. Collaborative, flexible, and innovative work environment. Opportunity to contribute across user support, testing, documentation, and Agile delivery activities.

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