What you'll be doing:
- Serve as the first point of contact for end user support requests, triaging and resolving issues through Jira
- Troubleshoot application access, functionality, and configuration issues for internal users
- Assist with User Acceptance Testing (UAT) and contribute to the creation of user guides and training materials
- Document support tickets, resolutions, and recurring issues to identify patterns and improve system reliability
- Escalate complex technical issues to Tier 3 engineering support with clear documentation
- Communicate clearly with end users throughout the resolution process to ensure a smooth support experience
What you’ll bring:
- Experience providing Tier 1 helpdesk or technical support for large enterprise applications
- Familiarity with Jira or similar ticketing systems for support management
- Ability to document issues clearly and maintain organized support records
- Comfort working with non-technical end users and translating technical issues into plain language
- Experience supporting federal systems or working in a regulated environment is a plus
- Thrives in a remote, collaborative environment and genuinely enjoys helping people solve problems
- Communicates clearly and openly, whether walking a user through a fix or escalating an issue to engineering
Requirements:
- Applicants must be authorized to work in the United States.
- Bachelor's Degree