User Support Specialist

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 in-person 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 account-related 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 support.

• SECRET Security Clearance Required
• CND GFACT GSEC or Security cerification (for Junior / Journeyman roles)
• SecurityX / CASP CCNP Security CISA FITSP-O GICSP or SSCP certification (for Senior role)
• We are actively seeking multiple levels:
• Junior: 0 - 3 years of experience Bachelors Degree
• Journeyman: 4 - 7 years of experience Bachelors Degree
• Senior: 8 years of experience Bachelors Degree
• Good communication skills self-starter mindset.
• Professional proficiency in English is required.
• Demonstrated proficiency in using all Microsoft Office applications.
• Applicants must be currently authorized to work in the United States on a full-time basis. Avalore will not sponsor applicants for work visas for this position.

Work Environment:

• Moderate noise ( office with computersphoneand printers) and /or occasional Loud noise (airfield large equipment).

• Ability to sit at a computer terminal for an extended period of time.

Physical Demands:

• While performing the responsibilities of the job the employeeis required tosit stand talk andhear.

• Employee isoften required to sit and use their hands and fingers tooperatea computer.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel:

• Up to 10%/ Occasionaltravel.

Avalore will provide reasonable accommodations to applicants who are unable toutilizeour online application system due to a disability. Please send your request

Avalore is an Equal Opportunity Employer - Wenot discriminatebased on age race national or ethnic origin genderveteransstatus disability sexual orientation gender identity or any other legally protected class. Applicants have rights under Federal Employment Laws.

Eligibility requirements apply.

• Employer Contributions to Health Care Plan (Medical Dental & Vision)
• Retirement Plan (401k IRA) with a generous matching program
• Life Insurance (Basic Voluntary & AD&D)
• Paid Time Off (Vacation Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Employee Assistance Program
• Salary 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 contract-specific affordability and organizational requirements.
• Salary estimates for this job range from $67000 - $117000.

Required Experience:

IC