User Support Specialist - Junior
The User Support Specialist - Junior provides entry-level technical support to end users by resolving routine hardware, software, and account-related issues using established procedures. This role involves first-line support, incident tracking via ticketing systems, assisting with user onboarding and training, and contributing to knowledge base improvements, all while maintaining strong customer service and communication skills in a federal IT environment requiring security clearance.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
The Confidential Client is seeking an entry-level User Support Specialist (Junior) to deliver first-line technical support in an enterprise IT environment. You will resolve routine hardware, software, and account-related issues, keep accurate ticket documentation, and provide clear, professional customer service across phone, email, chat, and in-person channels. This role follows established procedures and knowledge articles, escalates complex issues to higher-tier teams, and helps improve support documentation and onboarding materials.
- Provide first-line support for common issues (login, password resets, basic connectivity, productivity apps) using documented troubleshooting steps
- Log, track, and update incidents and service requests in ticketing tools (e.g., ServiceNow, Jira) with clear documentation
- Perform basic hardware, OS, and network troubleshooting within defined scope; escalate when appropriate
- Assist with user account setup, access provisioning, and routine access requests per security policies
- Support user onboarding and deliver introductory training on standard tools and procedures
- Contribute to knowledge base articles, FAQs, and support documentation based on recurring issues
- Maintain an awareness of supported systems and continuously learn enterprise support processes
Minimum Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field — or equivalent relevant experience
- 0–3 years experience in IT support / help desk / desktop support roles
- Experience using ticketing systems such as ServiceNow or Jira to document incidents and requests
- Solid multi-channel communication skills (phone, email, chat, in-person) with a customer-oriented mindset
- Ability to perform basic troubleshooting of hardware, OS (Windows client environments), and network connectivity
- Experience with standard user account management tasks (password resets, account setup)
- Must meet DoD 8140 requirements, hold an active Secret clearance, and be a U.S. citizen eligible to work in a federal IT environment
Preferred Qualifications
- Entry-level certifications such as CompTIA A+, Network+, or Security+
- Familiarity with basic TCP/IP and common productivity tools (Microsoft 365, web browsers)
- Prior exposure to IT service management processes and contributing to knowledge base or user documentation
- Experience supporting Federal or cleared environments is a plus
Compensation & Benefits
- Hourly range: $21.20 – $27.55 per hour (as provided by the source posting)
- Estimated annual guideline shown on source: ~$43,930 (actual pay varies by location, experience, clearance level, and contract/client requirements)
- Benefits and total compensation vary by role and contract — additional details provided by the Confidential Client during the hiring process
Work Authorization & Clearance
This role requires U.S. citizenship and an active Secret clearance. Candidates must meet DoD 8140 requirements and be eligible to work in federal IT environments. These requirements are job-related and consistent with government contract needs.
Why Careertakes / Confidential Client
- Entry-level role with clear paths to higher-tier support and IT operational roles
- Hands-on experience with enterprise ticketing systems and federal IT processes
- Opportunity to contribute to knowledge resources and support improvements across the organization
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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