Hiring: User Support Specialist - secret clearance Company: Dunhill Professional Search & Government Solutions Location: San Antonio, TX Job Posted Time: 2026-09-16 23:27:37 Employment Type: Remote Target Skills & Keywords : Jira, Secret Clearance, Security Clearance, ServiceNow, User Experience About the job Experience: •4-7 years of experience providing end‑user support or help desk services in technical environments, ideally within enterprise or government IT settings. •7 years of experience providing end‑user support or help desk services in technical environments, ideally within enterprise or government IT settings. Required Skills: •Troubleshoot hardware, software, and network issues using structured diagnostic methodologies, resolving problems within defined scope and escalating complex issues to specialized teams as appropriate. •Manage incidents and service requests using ITSM tools such as ServiceNow or Jira, ensuring all interactions are logged, tracked, and updated with clear status and resolution details. •Provide multi‑channel support to users (phone, email, chat, and in‑person), delivering clear, professional communication and maintaining a strong customer service orientation. •Handle user account provisioning, password resets, and basic access control in secure environments, following established access management and DoD 8140 compliance procedures. •Contribute to the creation and maintenance of knowledge base content, including support articles and FAQs, based on resolved tickets and recurring issues. •Monitor ticket queues to meet established service level agreements (SLAs) for response and resolution times, performing trend analysis on recurring issues to inform process improvements. •Participate in user training and adoption activities for enterprise systems and tools, helping users understand common procedures, best practices, and self‑service options. •Collect and report user feedback related to support interactions, using this information to recommend improvements to support processes and documentation. Qualifications: •Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience. •Demonstrated ability to perform basic to intermediate troubleshooting of hardware, software, and network connectivity issues and to resolve standard user requests. •Proficiency in multi‑channel communication, including phone, email, chat, and in‑person interactions, with strong customer service and documentation skills. •Must meet DoD 8140 requirements and hold an active Secret clearance, and must be a U.S. citizen eligible to work in a federal IT environment. •Operational familiarity with ITIL service management frameworks and best practices for incident, request, and knowledge management. •Professional certification such as CompTIA A+, Network+, Security+, or ITIL Foundation. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!