Senior Application Support Specialist

Leidos; United States; Remote; USD 105,000 - 190,000; Full time

Benefits offered by this job

Health and Wellness programs

Income Protection

Paid Leave

Retirement benefits

Job summary

Leidos is seeking an experienced Help Desk professional to respond to end-user questions, guide users through workflows, and troubleshoot issues across enterprise applications. You will document steps, reproduce problems, and manage tickets through resolution while coordinating with developers, testers, and analysts.

Ideal candidates have strong analytical and troubleshooting skills, excellent communication, and experience with Jira and Confluence.

Qualifications

• Experience providing application or end-user support.
• Ability to learn complex enterprise software and business processes.
• Strong analytical and troubleshooting skills.
• Excellent customer service based on active listening and problem solving.
• Strong written and verbal communication skills.

Responsibilities

• Respond to end-user questions regarding application functionality, navigation, and business processes.
• Guide users through workflows and explain how system features should be used to accomplish tasks.
• Troubleshoot reported issues and determine root cause (user issue, data, permissions, or defect).
• Reproduce problems and document steps, conditions, expected vs. actual behavior.
• Create, update, and track support tickets through resolution.
• Escalate issues requiring specialized expertise with proper information.

Skills

End-user support

Analytical skills

Troubleshooting

Communication skills

Explain complex concepts

Tools

Jira

Confluence

Job description

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 elevate issues requiring specialized functional or technical expertise.

Create, update, categorise, prioritise, 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.

At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it.

We’re not hiring followers.

Pay Range

Pay Range: Pay Range $105,300.00 - $190,350.00

About Leidos

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 $17.2 billion for the fiscal year ended January 2, 2026.

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.

• competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

More details are available here.

Securing Your Data

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [e-mail].

Commitment and Diversity

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.