User Support Specialist

Rippling, Inc.; Fairfax (VA); Remote; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

11 paid holidays

Performance bonuses

Tuition reimbursement

Unlimited training

Job summary

Concept Plus is seeking a User Support Specialist to provide Tier 1 and 2 user support and upscale Tier 3 issues for the Scrum team supporting the KDSS platform. Run calls for status updates. Fairfax, VA-based role.

You will work within a Scrum team, handling user inquiries, coordinating with the Functional Lead, and supporting testing and documentation activities during downtime.

Qualifications

• Familiar with Agile methodologies and Scrum practices.
• Strong communication skills, both oral and written.
• 2+ years of Help Desk/Support experience.
• Proficient with Microsoft Office Suite (Word, Excel, Outlook, Teams, Project).
• Ability to work effectively in a team and escalate to Tier 3 when needed.

Responsibilities

• Provide Tier 1 and Tier 2 user support for the KDSS platform.
• Escalate Tier 3 issues to the Scrum team and coordinate with SMEs as needed.
• Assist with system testing during downtime and contribute to technical writing.
• Document and track user issues and resolutions.

Skills

Agile methodologies

Communication

Help desk experience

Tools

Jira

Jira Service Management

Job description

About Concept Plus

Concept Plus is a mission-focused technology solutions provider that transforms IT concepts into impactful solutions for federal agencies. Headquartered in Fairfax, VA, we bring the agility, responsiveness, and customer intimacy of a small business combined with the quality and infrastructure of a larger firm.

Recognized as an award-winning Oracle partner, we have delivered innovative solutions across Defense, Intelligence, Civilian, Health IT, and Tribal sectors. Our highly certified experts build systems that drive efficiency, accelerate modernization, and ensure mission outcomes with certainty.

We offer competitive pay, comprehensive health, dental, and vision insurance, paid life insurance, paid time off, 11 paid holidays, performance bonuses, tuition reimbursement, unlimited training, and the opportunity to thrive in a collaborative, flexible, and innovative environment.

Concept Plus is seeking a User Support Specialist to provide Tier 1 and 2 user support and upscale Tier 3 issues for the Scrum team supporting the KDSS platform. Run calls for status updates.

What you'll do

• Work as part of a Scrum team. Provide Tier 1 and Tier 2 user support, escalating Tier 3 issues to the Scrum team for resolution; engage functional SMEs to help resolve user issues.
• Act as the first point of contact for user questions and issues, receiving support and guidance from the Functional Lead.
• Support system testing during downtime and provide technical writing support as needed.
• Support testing and documentation activities during downtime from resolving helpdesk inquiries

Required Qualifications

• Knowledge and experience in Agile methodologies.
• Experienced using Atlassian tools, including Jira and Jira Service Management (JSM).
• Proficient in MS Office Suite (Word, Excel, Outlook, Teams, Project).
• 2+ years of Help Desk Support experience.
• Ability to communicate effectively, both orally and in writing

Preferred Qualifications

• Active security clearance.
• Prior DoW/USAF experience

Concept Plus is an Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.