Application Support Specialist

Leidos Inc; United States; On-site; USD 66,000 - 119,000; Full time

Job summary

Leidos is seeking an Application Support Specialist to provide front-line functional support to end users of an enterprise software application. You will guide users through workflows, troubleshoot issues, and escalate when needed.

The role emphasizes documentation, knowledge-base creation, and coordination with developers, testers, and business teams to resolve incidents and improve processes. A strong customer-service mindset and ability to explain complex concepts are essential.

Qualifications

• Experience providing application or end-user support.
• Ability to learn complex enterprise software and business processes.
• Strong analytical and troubleshooting skills.
• Ability to explain technical or complex processes in understandable terms.
• Experience with ticket-management and knowledge-management systems such as Jira and Confluence.
• Excellent customer service based on active, empathetic listening with problem-solving focus.
• Strong written and verbal communication skills.
• Ability to distinguish among training, procedural, access, data, configuration, and software-related issues.

Responsibilities

• Respond to end-user questions regarding application functionality, navigation, and established business processes.
• Guide users through application workflows and explain how system features should be used to accomplish business tasks.
• Troubleshoot reported application issues and determine whether the issue is related to user understanding, data, permissions, configuration, system functionality, or a potential software defect.
• Reproduce reported problems and document the steps, conditions, expected behavior, and actual behavior.
• Resolve issues within the Help Desk's established knowledge and authority and escalated issues requiring specialized functional or technical expertise.
• Create, update, categorize, prioritize, and track support tickets through resolution.
• Gather sufficient information before escalating potential defects to reduce unnecessary development-team investigation.
• Assist users with account, role, access, and permission questions in accordance with established procedures.
• Research application documentation, knowledge articles, procedures, and previously resolved tickets to identify solutions.
• Develop and maintain knowledge-base articles, FAQs, quick-reference guides, and other user-support documentation.

Skills

Application support

Troubleshooting

Customer service

Communication

End-user support

Tools

Jira

Confluence

Job description

Description

The Application Support Specialist provides front-line functional support to end users of an enterprise software application. The technician assists users in understanding system functionality, completing business processes, resolving application-related issues, and identifying the appropriate path for issues that require additional technical or functional support. The position serves as a liaison between end users and application support, development, testing, and business teams.

Primary Responsibilities

• Respond to end-user questions regarding application functionality, navigation, and established business processes.
• Guide users through application workflows and explain how system features should be used to accomplish business tasks.
• Troubleshoot reported application issues and determine whether the issue is related to user understanding, data, permissions, configuration, system functionality, or a potential software defect.
• Reproduce reported problems and document the steps, conditions, expected behavior, and actual behavior.
• Resolve issues within the Help Desk's established knowledge and authority and escalated issues requiring specialized functional or technical expertise.
• Create, update, categorize, prioritize, and track support tickets through resolution.
• Gather sufficient information before escalating potential defects to reduce unnecessary development-team investigation.
• Assist users with account, role, access, and permission questions in accordance with established procedures.
• Research application documentation, knowledge articles, procedures, and previously resolved tickets to identify solutions.
• Develop and maintain knowledge-base articles, FAQs, quick-reference guides, and other user-support documentation.
• Identify recurring user questions or areas of confusion and recommend improvements to documentation, training, application usability, or business processes.
• Communicate application changes, known issues, workarounds, and resolutions to affected users as appropriate.
• Support new releases by becoming familiar with new and modified functionality before deployment.
• Coordinate with software developers, testers, business analysts, system administrators, and subject-matter experts when issues cannot be resolved at the Help Desk level.
• Maintain accurate records of user interactions, troubleshooting performed, resolutions, and escalations.
• Monitor support trends and identify recurring issues that may warrant corrective action, additional training, or application enhancement.
• Provide professional, customer-focused support to users with varying levels of technical proficiency.

Basic Qualifications

• Experience providing application or end-user support
• Ability to learn complex enterprise software and business processes
• Strong analytical and troubleshooting skills
• Ability to explain technical or complex processes in understandable terms
• Experience with ticket-management and knowledge-management systems such as Jira and Confluence
• Excellent customer service based on active, empathetic listening with problem-solving focus
• Strong written and verbal communication skills
• Ability to distinguish among training, procedural, access, data, configuration, and software-related issues.

Preferred Qualifications

• Understanding of training organizations, a plus.
• Experience with NIST application security requirements, a plus.

Please be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Original Posting:September 24, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:Pay Range $65,650.00 - $118,675.00

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [e-mail].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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