Senior User Support Specialist – TS/SCI, Hybrid Onsite

Dunhill Professional Search & Government Solutions; Arlington (VA); Hybrid; USD 41,000 - 62,000; Full time

Job summary

Dunhill Professional Search & Government Solutions is seeking a Senior User Support Specialist to provide tiered end-user support in a mission-critical enterprise environment in Arlington, VA. You will resolve hardware, software, and network issues and manage requests through ITSM tools to meet SLAs.

The role emphasizes onboarding, access management, training, and knowledge base improvements while ensuring DoD 8140 compliance and TS/SCI clearance. On-site work is required three days a week.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years of end-user support in technical environments.
• Experience with hardware, software, and network troubleshooting at a basic to intermediate level.
• Experience using ticketing systems (ServiceNow, Jira) to document and close incidents.
• Proficient multi‑channel communication (phone, email, chat, in person).
• Experience with user account provisioning and password resets in secure environments.
• Must meet DoD 8140 requirements and hold TS/SCI clearance; U.S. citizen eligible for federal IT work.
• On-site work required 3 days/week.

Responsibilities

• Troubleshoot hardware, software, and network issues using structured methodologies.
• Manage incidents and service requests in ITSM tools with clear status updates.
• Provide multi‑channel user support (phone, email, chat, in person).
• Handle user provisioning, password resets, and access control per security procedures.
• Develop and maintain knowledge base content from resolved tickets.

Skills

TS/SCI clearance

End-user support

ServiceNow

Jira

Multi-channel support

Access management

DoD 8140 compliance

Ticketing documentation

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Jira

ITSM tools

Job description

Dunhill Professional Search & Government Solutions is seeking a Senior User Support Specialist to provide tiered end-user support in a mission-critical enterprise environment in Arlington, VA. You will resolve hardware, software, and network issues and manage requests through ITSM tools to meet SLAs.

The role emphasizes onboarding, access management, training, and knowledge base improvements while ensuring DoD 8140 compliance and TS/SCI clearance. On-site work is required three days a week.