User Support Specialist

JobgetherDefense and National Security

Based in United StatesFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: At least 2 years of experience in Help Desk or User Support roles
Required Skills: AgileSCRUMJiraMicrosoft OfficeCustomer service

U.S. citizenship is required.
At least 2 years of experience in Help Desk or User Support roles.
Knowledge of and practical experience with Agile methodologies and Scrum environments.
Experience using Atlassian tools, particularly Jira and Jira Service Management (JSM).
Proficiency with Microsoft Office applications, including Word, Excel, Outlook, Teams, and Project.
Strong troubleshooting and problem-solving abilities with the capacity to determine when an issue requires escalation.
Excellent verbal and written communication skills.
Ability to collaborate effectively with functional experts, technical teams, and other stakeholders.
Strong organization and attention to detail.
Preferred: active security clearance.
Preferred: prior experience supporting Department of War (DoW) or U.S. Air Force environments.

Serve as the first point of contact for user questions, technical issues, and support requests.
Provide Tier 1 and Tier 2 user support, troubleshooting problems and guiding users toward effective solutions.
Escalate Tier 3 issues to the appropriate Scrum team members and coordinate with functional subject-matter experts.
Work closely with the Functional Lead to maintain effective user support processes.
Participate as a member of an Agile Scrum team and contribute to collaborative planning.
Run support calls and status-update meetings to communicate progress and resolution timelines.
Support system testing activities during lower helpdesk demand or system downtime.
Assist with technical writing, user documentation, and other materials required to support the platform.

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