User Support Specialist Job at Serco in Nashville
Serco, Nashville, TN, United States
Position Description & Qualifications
The Army PPB BOS program is seeking a User Support Specialist to provide Tier 1 user support for PPB BOS applications, ensuring end users can effectively access and use cPROBE applications and analytical tools.
In this role, you will:
Serve as the first point of contact for end users via ticketing tools for PPB BOS and related Army enterprise systems.
Handle incident intakes and resolution, account and access support, and routine troubleshooting under the guidance of senior service desk and system administration staff.
Follow standard operating procedures, use knowledge base articles for incident resolutions, and process service requests.
Recommend updates when gaps and recurring issues are identified.
To be successful in this role, you must have:
U.S. Citizenship
An Active DoD Secret clearance
A Bachelor’s Degree in Human Factors, Computer Science, Information Systems, or other relevant field.
2 years of experience providing helpdesk support on Software Systems and Applications.
Experience logging, categorizing, and tracking all incident and service requests; managing tickets through closure and confirming user satisfaction.
Experience in troubleshooting basic software issues and escalating complex issues to tier 2/3 support.
The ability to travel up to 10% of the time.
Additional desired experience and skills:
Experience documenting business processes, frequently asked questions, and creating user / administrator guides.
Experience with ITIL methodologies.
Experience working with teams to identify user needs.
Experience with common release tracking software (JIRA, Confluence).
Experience creating user training materials and presenting training materials.
Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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The Army PPB BOS program is seeking a User Support Specialist to provide Tier 1 user support for PPB BOS applications, ensuring end users can effectively access and use cPROBE applications and analytical tools.
In this role, you will:
Serve as the first point of contact for end users via ticketing tools for PPB BOS and related Army enterprise systems.
Handle incident intakes and resolution, account and access support, and routine troubleshooting under the guidance of senior service desk and system administration staff.
Follow standard operating procedures, use knowledge base articles for incident resolutions, and process service requests.
Recommend updates when gaps and recurring issues are identified.
To be successful in this role, you must have:
U.S. Citizenship
An Active DoD Secret clearance
A Bachelor’s Degree in Human Factors, Computer Science, Information Systems, or other relevant field.
2 years of experience providing helpdesk support on Software Systems and Applications.
Experience logging, categorizing, and tracking all incident and service requests; managing tickets through closure and confirming user satisfaction.
Experience in troubleshooting basic software issues and escalating complex issues to tier 2/3 support.
The ability to travel up to 10% of the time.
Additional desired experience and skills:
Experience documenting business processes, frequently asked questions, and creating user / administrator guides.
Experience with ITIL methodologies.
Experience working with teams to identify user needs.
Experience with common release tracking software (JIRA, Confluence).
Experience creating user training materials and presenting training materials.
Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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