User Support Specialist

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

Benefits offered by this job

Health care plan

401k with generous match

Life Insurance

Paid Time Off

Short/Long Term Disability

Training & Development

Employee Assistance Program

Job summary

Avalore, LLC is seeking a User Support Specialist to provide basic support across phone, email, chat, and in-person channels, resolving standard requests efficiently.

You will log interactions in ServiceNow or Jira, contribute to the knowledge base, assist with user training, and escalate complex issues to appropriate teams as needed. This role requires a Bachelor's degree and active U.S. work authorization.

Qualifications

• Bachelor's degree required.
• Strong communication skills.
• Professional proficiency in English.
• Experience with ticketing systems (ServiceNow/Jira) and basic troubleshooting.

Responsibilities

• Provide basic User Support via phone, email, chat, and in-person channels.
• Log and track all support interactions with timely updates.
• Troubleshoot basic hardware, software, and network issues within scope.
• Escalate complex issues to appropriate teams.
• Assist users with account-related issues and password resets.
• Contribute to knowledge base by creating/updating articles and FAQs.
• Participate in user training sessions and share best practices.
• Collect and report user feedback to improve support processes.

Skills

Communication skills

Self-starter mindset

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.

• 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,phoneand 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 employeeis required tosit, stand, talk, andhear.

• Employee isoften required to sit and use their hands and fingers tooperatea computer.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel:

• Up to 10%/ Occasionaltravel.

Avalore is an Equal Opportunity Employer - Wenot discriminatebased on age, race, national or ethnic origin, gender,veteransstatus, disability, sexual orientation, gender identity or any other legally protected class. Applicants have rights under Federal Employment Laws.

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.