Hybrid IT Help Desk & 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

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.