Public Trust User Support Specialist
VirtualVocations
Providing essential Tier 2 and Tier 3 user support services, the full-time Public Trust User Support Specialist will troubleshoot technical issues, manage knowledge resources, and enhance customer satisfaction while ensuring compliance with federal SLA requirements. Key Responsibilities Provide Tier 2 and Tier 3 support services for timely resolution of user issues, including complex troubleshooting and escalation management Conduct root cause analysis for issues and develop solutions to improve system performance and mitigate recurrence Manage ServiceNow or other platforms to track, categorize, and prioritize user support tickets while maintaining knowledge management materials Required Qualifications Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience 3-7 years of experience in IT user support services, specifically Tier 2 and Tier 3 troubleshooting Proficiency in using ServiceNow or similar ticket management platforms Strong knowledge of federal help desk operations and SLA compliance practices Ability to obtain and maintain a Public Trust Clearance
Vacancy posted 5 days ago
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