User Support Specialist

Avalore.ai; Arlington (VA); On-site; USD 67,000 - 117,000; Full time

Benefits offered by this job

Health Insurance

Retirement Plan (401k)

Life Insurance

Paid Time Off

Disability Insurance

Training & Development

Employee Assistance Program

Job summary

Avalore.ai is seeking a User Support Specialist to provide basic support, handle user requests, and perform basic troubleshooting using ticketing systems such as ServiceNow or Jira. You will engage users via phone, email, chat, and in-person support and track ticket status to ensure timely resolution.

You will contribute to the knowledge base, participate in user training, and help collect feedback to improve support processes while staying current with supported systems and applications.

Qualifications

• SECRET Security Clearance Required
• Security certifications or training relevant to junior/senior roles

Responsibilities

• Handle user requests and basic troubleshooting
• Log and track all support interactions with ticket statuses
• Assist users via phone, email, chat, and in-person support
• Develop and maintain knowledge base articles and FAQs
• Participate in user training and educate users on procedures
• Escalate complex issues to appropriate teams
• Stay current with supported systems and applications

Skills

Good communication

Self-starter

English proficiency

Microsoft Office

Education

Bachelor's Degree

Tools

ServiceNow

Jira

Job description

The User Support Specialist will provide basic support such as handling user requests, basic troubleshooting, and documentation via ticketing systems like ServiceNow or Jira. This person will use multiple communication channels to assist users, including phone, email, chat, and in-person support. This person will handle standard requests and basic troubleshooting, providing "Basic Support" tier services as described in organizational documentation. This person will log and track all support interactions, ensuring accurate and timely updates to ticket status and resolution details. This person will troubleshoot hardware, software, and network issues within their scope of expertise, escalating more complex issues to appropriate teams. This person will assist users with account-related issues, password resets, and basic access problems. This person will contribute to the development and maintenance of the knowledge base, creating and updating support articles and FAQs. This person will participate in user training sessions, helping to educate users on common procedures and best practices. This person will collect and report on user feedback to help improve support processes and identify recurring issues. This person will stay current with supported systems and applications to provide accurate and efficient support.

Requirements

• SECRET Security Clearance Required
• CND, GFACT, GSEC, or Security+ cerification (for Junior / Journeyman roles)
• SecurityX / CASP+ ,CCNP Security, CISA, FITSP-O, GICSP, or SSCP certification (for Senior role)
• We are actively seeking multiple levels:
• Junior: 0 - 3 years of experience + Bachelor's Degree
• Journeyman: 4 - 7 years of experience + Bachelor's Degree
• Senior: 8+ years of experience + Bachelor's Degree
• Good communication skills, self-starter mindset
• Professional proficiency in English is required
• Demonstrated proficiency in using all Microsoft Office applications
• Applicants must be currently authorized to work in the United States on a full-time basis. Avalore will not sponsor applicants for work visas for this position

Work Environment

• Moderate noise (i.e. business office with computers, phone and printers) and /or occasional Loud noise (airfield, large equipment).
• Ability to sit at a computer terminal for an extended period of time.

Physical Demands

• While performing the responsibilities of the job, the employee is required to sit, stand, talk, and hear.
• Employee is often required to sit and use their hands and fingers to operate a computer.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel

• Up to 10%/ Occasional travel.

Avalore will provide reasonable accommodations to applicants who are unable to utilize our online application system due to a disability. Please send your request to [e-mail].

Avalore is an Equal Opportunity Employer - We not discriminate based on age, race, national or ethnic origin, gender, veterans status, disability, sexual orientation, gender identity or any other legally protected class. Applicants have rights under Federal Employment Laws.

Benefits

Eligibility requirements apply.

• Employer Contributions to Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) with a generous matching program
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Employee Assistance Program
• Salary at Avalore is determined by various factors, including but not limited to location, the individual's particular combinaition of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements
• Salary estimates for this job range from $67,000 - $117,000