Public Trust User Support Specialist

Job Summary

Providing essential Tier 2 and Tier 3 user support services, the full-time Public Trust User Support Specialist will troubleshoot technical issues, manage knowledge resources, and enhance customer satisfaction while ensuring compliance with federal SLA requirements.

Key Responsibilities

• Provide Tier 2 and Tier 3 support services for timely resolution of user issues, including complex troubleshooting and escalation management
• Conduct root cause analysis for issues and develop solutions to improve system performance and mitigate recurrence
• Manage ServiceNow or other platforms to track, categorize, and prioritize user support tickets while maintaining knowledge management materials

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience
• 3-7 years of experience in IT user support services, specifically Tier 2 and Tier 3 troubleshooting
• Proficiency in using ServiceNow or similar ticket management platforms
• Strong knowledge of federal help desk operations and SLA compliance practices
• Ability to obtain and maintain a Public Trust Clearance