User Support Specialist, Secret Clearance

About the Role

• User Support Specialist – Junior
• Location: Arlington, VA (Hybrid: on-site 2-3 days per week)
• Pay Range: $24.62–$32.02/hr
• Requires an active Secret Security Clearance and U.S. citizenship.

This is an entry-level role for individuals looking to launch or grow their IT support career within an enterprise DoD environment.

Key Responsibilities

• Provide first-line support for common technical issues including login, software, and basic connectivity problems using established troubleshooting steps and knowledge articles.
• Log, track, and update incidents and service requests in ticketing systems such as ServiceNow or Jira, ensuring clear documentation of user issues and resolutions.
• Perform basic troubleshooting of hardware, software, and network issues within a defined scope, escalating unresolved or complex cases to higher-tier support teams.
• Assist with account setup, password resets, and routine access requests in accordance with security and access management procedures.
• Communicate clearly and professionally with users across phone, email, chat, and in-person channels to guide issue resolution and set expectations.
• Document resolutions and contribute to the improvement of knowledge base content, support articles, and FAQs based on recurring issues.
• Support user onboarding and basic training activities on enterprise systems and tools, reinforcing common procedures and best practices.
• Maintain awareness of supported systems and applications, learning enterprise support processes to improve service delivery over time.

Requirements & Tech Stack

• Ticketing Systems: Experience using ServiceNow or Jira.
• Communication Skills: Strong multi-channel communication (phone, email, chat, in-person) with a customer-oriented approach.

Qualifications

• Experience: 0–3 years of experience in IT support or help desk roles providing end-user support in technical environments.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
• Technical Skills:
• Demonstrated ability to resolve routine user requests and perform basic troubleshooting of hardware, software, and network connectivity issues.
• Experience with basic user account management activities including account setup, password resets, and standard access requests.
• Certifications: Security+ (or another DoD 8140 IAT-II certification) is required. Note: CompTIA A+ and Network+ do not meet the DoD 8140 requirement.
• Clearance: Active Secret clearance and U.S. citizenship.
• Work Arrangement: Able to work on-site in Arlington, VA 2–3 days per week.

Preferred Qualifications

• Familiarity with basic networking and operating system concepts (e.g., Windows client environments, basic TCP/IP, and common productivity tools).
• Exposure to IT service management tools or environments and an understanding of structured support processes.
• Experience contributing to knowledge base content or user-facing documentation in an IT support context.
• Familiarity with ITIL service management frameworks and best practices for incident, request, and knowledge management.
• Experience supporting enterprise or government IT systems, including remote and distributed user bases.
• Experience identifying recurring issues from ticket data and contributing to continuous improvement initiatives in support operations.