User Support Specialist

Concept Plus, LLC; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Concept Plus, LLC is seeking a User Support Specialist to provide Tier 1 and 2 support and elevate Tier 3 issues for the KDSS platform. You will work within a Scrum team and be the first point of contact for user questions, assisting with testing during downtime and producing technical writing when needed.

The role requires US citizenship, familiarity with Agile practices, and experience with Jira and Jira Service Management, as well as MS Office.

Qualifications

• Must be a US citizen.
• 2+ years of Help Desk support experience.
• Experience with Agile methodologies.
• Proficient with Jira and Jira Service Management.
• Proficient in MS Office Suite.

Responsibilities

• 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

Skills

Communication skills

Agile methodologies

Help desk experience

Tools

Jira

Jira Service Management

MS Office

Job description

About the role

Concept Plus is seeking a User Support Specialist to provide Tier 1 and 2 user support and elevate 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

• US Citizen
• 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.