Help Desk and User Support Specialist

SPN Solutions Inc.; Fairfax (VA); Hybrid; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical coverage

Prescription coverage

Dental and vision

401(k) with employer match

Group life insurance

Disability insurance

Paid time off and holidays

Parental leave

Certification reimbursement

Job summary

SPN Solutions, based in Fairfax, Virginia, seeks a Help Desk and User Support Specialist to provide Tier 1/2 support for legacy and cloud systems. You will manage accounts and access requests, log tickets, write user guides, and help run user training with on-call rotations.

The role includes assisting with a migration from Oracle E-Business Suite to Oracle Cloud, delivering first-day support and updates to training materials for users across the organization.

Qualifications

• You have 4+ years of technical support, software management and troubleshooting for business applications.
• You have 2+ years developing technical guides and training material.
• You are experienced with a ticketing tool such as ServiceNow and ITIL-style incident handling.

Responsibilities

• Provide Tier 1 and Tier 2 support for legacy and cloud systems users including accounts and access requests.
• Log, track and close each ticket; escalate to Tier 3 with a clear record and follow up.
• Write and maintain user guides, quick references and knowledge articles; help run user training.
• Support user acceptance testing and releases with clear communications and first-day support.
• Report on ticket volumes, trends and user satisfaction; propose fixes for recurring issues.
• Participate in a 24x7 on-call rotation for critical user support.

Skills

Technical support

Tech guides & training

ServiceNow

ITIL

Education

High School

Tools

ServiceNow

Job description

Help Desk and User Support Specialist - (146)

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Job Title

Help Desk and User Support Specialist

Job Type

Full-time

Category

Information Technology

Location

FAIRFAX - , VA 22030 US (Primary)

Education

High School

Travel

0 - 10%

Job Description

You are the first voice the Stockpile's users hear when something is wrong, and the person who writes the guides and runs the training that keep the same question from coming back. Full time, W-2, based in Fairfax, Virginia with some telework, starting October 2026.

Why this job exists

SPN Solutions has won a new contract to operate and modernize the information systems behind the Strategic National Stockpile, part of HHS's Administration for Strategic Preparedness and Response (ASPR). The Stockpile holds the nation's reserve of medicines and medical supplies for public health emergencies. When a hurricane, an outbreak or another emergency calls for those supplies, the systems this team runs are how the country knows what it has, where it is and how fast it can move. The platform is Oracle E-Business Suite, and the program is moving it to Oracle Cloud while raising the quality of the inventory data and tightening the integration with the warehouse partners that hold the stock. You would join at the start, on a new team, with real work to own from the first week.

Why people take this job

• A mission you can explain at the dinner table: the nation's emergency medical supplies
• Hybrid in Fairfax, Virginia with some telework, sensible core hours and federal holidays off
• A modern Oracle stack and a real cloud migration, not a maintenance backwater
• A new team being built now: early hires shape how the work is done and grow with it
• Certifications and training paid for, with time set aside to earn them
• A company small enough that the people who run it know your name and answer your messages

What you will do

• Provide Tier 1 and Tier 2 support for the legacy and cloud systems users: account and access requests, incidents, service requests and how-to questions, inside the response and resolution standards.
• Log, track and close every ticket in the service management tool; elevate to Tier 3 with a clear record; follow up until the user confirms.
• Write and maintain user guides, quick references and knowledge articles; help run user training and refreshers.
• Support user acceptance testing and releases with communications and first-day support.
• Report on ticket volumes, trends and user satisfaction; propose fixes to recurring problems.
• Take a turn in the 24x7 on-call rotation for critical user support.

What you need

• 4 or more years of technical support, software management and troubleshooting for business applications.
• 2 or more years developing technical guides and training material.
• Experience in a ticketing tool such as ServiceNow and with ITIL-style incident and request handling.
• Calm, clear communication with users under pressure.
• U.S. citizenship and the ability to obtain an HHS Tier 2 public trust determination.

What sets a candidate apart

• Supporting Oracle E-Business Suite or another ERP.
• ITIL 4 Foundation; CompTIA A+ or Network+.
• Federal or healthcare users.

Pay is discussed with you directly when we speak.

• Medical and prescription coverage, dental and vision, with employer-subsidized premiums for employees and dependents
• 401(k) with employer match
• Group life insurance at no cost to you
• Short-term and long-term disability
• Paid time off, 11 federal holidays, paid sick leave, bereavement leave
• Parental leave
• Certification reimbursement (Oracle, OCI, AWS/Azure, PMP, ITIL, Security+, CISSP and others), an annual training budget and tuition assistance

Terms, and how to apply

• Full time, W-2, salaried (exempt), employed by SPN Solutions
• Target start: October 2026
• Hybrid: based at SPN's office in Fairfax, Virginia, with some telework; occasional days at the customer's Atlanta, Georgia campus when the work requires it
• Core hours 9:00 a.m. to 3:30 p.m. Eastern, Monday to Friday, with flexible start between 6:00 and 9:00 a.m. Eastern; federal holidays off
• Part of a 24x7 on-call rotation for emergency response and critical system support; a company phone is provided
• You must be a U.S. citizen and obtain and keep an HHS Tier 2 (moderate risk) public trust determination; no security clearance is required
• You complete HHS security, privacy and records management training before access, and cGMP training shortly after you start
• Work is done on customer-furnished or SPN-furnished equipment under HHS security rules

SPN Solutions is an Equal Opportunity Employer. All qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. SPN participates in E-Verify.

Keywords: Help Desk, Service Desk, User Support, Tier 1, Tier 2, ServiceNow, ITIL, Oracle EBS support, user guides, training, incident management, public trust, Fairfax VA, Northern Virginia, hybrid