Hybrid Help Desk & User Support Specialist (Tier 1-2)

HRsmart; Fairfax (VA); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k) with employer match

Medical and prescription coverage

Dental and vision coverage

Group life insurance

Disability insurance

Paid time off + holidays

Parental leave

Certification reimbursement & training

Job summary

SPN Solutions in Fairfax, VA, seeks a Help Desk and User Support Specialist. This full-time role supports legacy and cloud systems, with some telework and a start in October 2026. You will handle tickets, create user guides, and assist training, while contributing to uptime during a 24x7 on-call rotation.

Ideal candidates have 4+ years in technical support, 2+ years creating training materials, and familiarity with ServiceNow and Oracle E-Business Suite. U.S.

Qualifications

• 4+ years of technical support for business applications.
• 2+ years developing user guides and training materials.
• Experience with ServiceNow and ITIL-style incident handling.
• U.S. citizenship and ability to obtain HHS Tier 2 public trust.

Responsibilities

• Provide Tier 1 and Tier 2 support for legacy and cloud systems; handle incidents, requests, and how-to questions.
• Log and close tickets in the service management tool; escalate to Tier 3 with a clear record; ensure user confirmation.
• Write and maintain user guides, quick references and knowledge articles; assist 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.

Skills

Technical support

Training material

Clear communication

Education

High School

Tools

ServiceNow

Oracle E-Business Suite

Job description

SPN Solutions in Fairfax, VA, seeks a Help Desk and User Support Specialist. This full-time role supports legacy and cloud systems, with some telework and a start in October 2026. You will handle tickets, create user guides, and assist training, while contributing to uptime during a 24x7 on-call rotation.

Ideal candidates have 4+ years in technical support, 2+ years creating training materials, and familiarity with ServiceNow and Oracle E-Business Suite. U.S.