The User Support Specialist will provide basic support such as handling user requests basic troubleshooting and documentation via ticketing systems like ServiceNow or Jira This person will use multiple communication channels to assist users including phone email chat and inperson support This person will handle standard requests and basic troubleshooting providing Basic Support tier services as described in organizational documentation This person will log and track all support interactions ensuring accurate and timely updates to ticket status and resolution details This person will troubleshoot hardware software and network issues within their scope of expertise escalating more complex issues to appropriate teams This person will assist users with accountrelated issues password resets and basic access problems This person will contribute to the development and maintenance of the knowledge base creating and updating support articles and FAQs This person will participate in user training sessions helping to educate users on common procedures and best practices This person will collect and report on user feedback to help improve support processes and identify recurring issues This person will stay current with supported systems and applications to provide accurate and efficient supportRequirementsSECRET Security Clearance RequiredCND GFACT GSEC or Security cerification for Junior Journeyman rolesSecurityX CASP CCNP Security CISA FITSPO GICSP or SSCP certification for Senior roleWe are actively seeking multiple levelsJunior 0 3 years of experience Bachelors DegreeJourneyman 4 7 years of experience Bachelors DegreeSenior 8 years of experience Bachelors DegreeGood communication skills selfstarter mindsetProfessional proficiency in English is requiredDemonstrated proficiency in using all Microsoft Office applicationsApplicants must be currently authorized to work in the United States on a fulltime basis Avalore will not sponsor applicants for work visas for this positionWork EnvironmentnbspModerate noise ienbspbusiness office with computersnbspphonenbspand printers and or occasional Loud noise airfield large equipmentnbspAbility to sit at a computer terminal for an extended period of timenbspPhysical DemandsnbspWhile performing the responsibilities of the job the employeenbspis required tonbspsit stand talk andnbsphearnbspEmployee isnbspoften required to sit and use their hands and fingers tonbspoperatenbspa computernbspReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsnbspTravelnbspUp to 10 OccasionalnbsptravelnbspAvalore will provide reasonable accommodations to applicants who are unable tonbsputilizenbspour online application system due to a disability Please send your request tonbsphravaloreainbspAvalore is an Equal Opportunity Employer Wenbspnot discriminatenbspbased on age race national or ethnic origin gendernbspveteransnbspstatus disability sexual orientation gender identity or any other legally protected class Applicants have rights under Federal Employment LawsBenefitsEligibility requirements applyEmployer Contributions to Health Care Plan Medical Dental amp VisionRetirement Plan 401k IRA with a generous matching programLife Insurance Basic Voluntary amp ADampDPaid Time Off Vacation Sick amp Public HolidaysShort Term amp Long Term DisabilityTraining amp DevelopmentEmployee Assistance ProgramSalary at Avalore is determined by various factors including but not limited to location the individuals particular combinaition of education knowledge skills competencies and experience as well as contractspecific affordability and organizational requirementsSalary estimates for this job range from 67000 117000
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