User Support Specialist

Role overview

This is a User Support Specialist role for a partner organization based in the United States. The position sits within a Tier 2 to Tier 3 support structure and is centered on keeping important digital systems stable, usable, and dependable in demanding operational settings.

You will handle escalated technical issues, guide users through advanced troubleshooting, and help maintain service continuity under strict SLA expectations. The work environment is structured and accountability-driven, with close coordination across technical teams, resolver groups, and stakeholders to diagnose root causes and implement durable fixes. You will also contribute to stronger knowledge resources and a better user experience through clear documentation and training support. Support data and analytics tools will be part of your day-to-day work for spotting trends, tracking issues, and recommending process enhancements.

Accountabilities

• Handle escalated Tier 2 and Tier 3 support cases by identifying the cause of complex issues and resolving them within SLA and escalation guidelines.
• Use enterprise ticketing tools, including ServiceNow or comparable platforms, to triage, organize, document, and close support requests accurately and on time.
• Investigate repeated incidents to determine underlying causes and help deliver longer-term corrections that improve reliability and reduce repeat problems.
• Provide support for applications and related workflows so users can complete tasks and follow business processes effectively.
• Keep knowledge base articles, FAQs, troubleshooting references, and end-user documentation current and useful.
• Work with internal stakeholders and external resolver teams to coordinate fixes, product changes, and issue resolution.
• Review support metrics and ticket patterns to identify service improvement opportunities and strengthen operational efficiency.
• Support creation of training materials and user enablement content that improves adoption and lowers dependency on support teams.
• Take part in rotating on-call coverage to respond promptly to critical incidents and help maintain system reliability.

Requirements

• Between 3 and 7 years of experience in IT user support, service desk operations, or technical troubleshooting, including Tier 2 and Tier 3 responsibilities.
• A bachelor’s degree in Computer Science, Information Systems, or a related discipline, or an equivalent mix of education and work experience.
• Hands-on experience with ServiceNow or similar IT service management and ticketing platforms.
• Good understanding of incident handling, escalation paths, and support operations tied to SLAs.
• Ability to perform root cause analysis and solve complicated technical problems effectively.
• Experience creating and maintaining knowledge base content, user guides, and support resources.
• Strong verbal and written communication skills, with an empathetic approach to user support.
• Ability to evaluate support trends and suggest improvements to systems, processes, and the overall user journey.
• Comfortable working in a structured, fast-moving setting with rotating on-call duties.
• Eligibility to obtain and keep a U.S. Public Trust Clearance; U.S. citizenship is required for clearance eligibility.

Perks and benefits

• Salary in the range of USD 57,000 to 97,000, depending on experience and qualifications.
• Remote or hybrid flexibility depending on the assignment.
• Chance to support mission-critical federal systems with meaningful operational impact.
• Exposure to advanced IT service management tools and disciplined support processes.
• Opportunities to grow in IT service delivery and federal systems support.
• Collaborative culture focused on continuous improvement and operational excellence.
• Participation in on-call rotations with added exposure to urgent incident handling.
• Clear workflows, defined escalation paths, and an SLA-driven work setting.

Additional information

This role is advertised through a partner company, which handles all applications and the next stages of the hiring process. The application is reviewed using an AI-based matching system that compares candidates against the core requirements and then shares the shortlist with the hiring company. Interviews, assessments, and final hiring decisions are managed internally by the employer.

Privacy and data processing

Submitting an application means you acknowledge that your personal data may be processed to evaluate your candidacy and share relevant details with the hiring employer. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to processing at any time.

AI tools may be used to assist parts of the hiring process, such as reviewing applications, analyzing resumes, or checking responses for possible inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people. If you want more details about data handling, you can contact the employer.