User Support Specialist Job Description

User Support Specialist Job Description Template

Our company is looking for a User Support Specialist to join our team.


  • Works closely with manager to communicate any employee issues, and have the manager deal with them directly;
  • Monitors and tracks issues to ensure accurate resolution;
  • Focuses on delivering a positive customer experience according to NTT Data standards;
  • Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed;
  • Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts;
  • Responds to customer technical problems/issues related to hardware,software and networking via e-mail/chat and phone;
  • May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators;
  • Provides leadership and mentors team members to transfer skills as well as technicians in other support areas;
  • Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner;
  • Assists customers by diagnosing problems and providing resolutions for technical and service issues;
  • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.


  • Itil v3 Foundations Certification or an A+ certification;
  • Experience in asset management;
  • MCP, MCSE, CNE or Network+ certification.