FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Serve as the primary point of contact (Tier 1) for user support requests across WDP environments.
- Receive, log, categorize, and track service desk tickets using approved ticketing systems.
- Provide basic technical support for user issues including account access, password resets, and system navigation.
- Troubleshoot routine issues related to user access, tools, and platform functionality.
- Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams.
- Support onboarding activities including account creation, access provisioning, and user setup.
- Maintain accurate records of service requests, actions taken, and resolution status.
- Assist in maintaining and utilizing knowledge base content, SOPs, and FAQs to support users.
- Monitor ticket queues and ensure timely response and resolution in accordance with SLAs.
- Communicate with users to provide status updates and ensure customer satisfaction.
- Support identification of recurring issues and contribute to process improvement efforts.
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, Engineering, or related technical discipline and 4 years of relevant experience OR Master’s degree in a related field and 2 years of relevant experience.
- Current DoD 8570/8140 baseline certification appropriate for Basic Technical Support Specialist roles (e.g., Security+, Network+, A+, or equivalent )
- Experience providing technical support or service desk operations in enterprise environments.
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, or similar).
- Experience troubleshooting basic user access and system issues.
- Strong communication and customer service skills.
- Excellent problem-solving and troubleshooting skills.
- Ability to manage multiple tasks and prioritize effectively.
Benefits
Comp & perks- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingticketing systemsuser accesssystem navigationaccount provisioningservice desk operationsprocess improvement
Soft Skills
communicationcustomer serviceproblem-solvingprioritizationmultitasking
Certifications
Security+Network+A+DoD 8570/8140 certification