Chat Support Jobs in Virginia (NOW HIRING)

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The User Support Specialist Senior Manager will lead, coach, and develop a team ensuring strong performance, clear expectations, and a highquality user experience. They will oversee daytoday operations of the user support function, including request intake, triage, ticket management, and escalation practices across ServiceNow, Jira, and related tools.

The Work:

• Establish and enforce support standards, SLAs, and operational processes aligned with organizational requirements.
• Ensure team members deliver effective troubleshooting for hardware, software, network, and accessrelated issues, escalating complex incidents to the appropriate technical teams.
• Drive quality and consistency in user interactions across phone, email, chat, and inperson support
• Own the development, maintenance, and governance of the support knowledge base, ensuring accurate, current, and userfriendly documentation.
• Coordinate and support user training initiatives to enhance user proficiency with common systems, tools, and best practices
• Collect, analyze, and report on operational metrics, user feedback, and recurring issues to identify trends and drive continuous service improvement
• Stay current with supported technologies, organizational standards, and industry best practices, ensuring the support team remains aligned with evolving needs.
• Partner with crossfunctional teams to refine support workflows, improve system usability, and enhance overall service delivery.

Here's What You Need:

• Candidates must meet one of the following three areas:

1. Advanced Degree:
• Master's degree or Ph.D. in one of the following fields: Computer Science, Cybersecurity, Data Science, Information Systems, Information Technology, or Software Engineering.
2. Equivalent Training:
   Completion of one of the following accepted training programs: 
• A-661-0500
• A-531-0022
• A-150-1980
• C-531-0038
• A-150-1940A
• A-150-1941
• A-150-1903
• C-150-1401
• W-150-4575
• S-250-1095
• A-150-1250
• A-102-5888
• A-102-5599 (SNOOP)
• A-531-0045
• A-113-0381
• A-113-0381
• A-113-0342
• A-104-0083(P/L)
• A-121-0594 (P/L)
• A-104-0084
• A-150-4219 (P/L)
• A-150-9020 (P/L)
• Technical Support Specialist (Advanced) Playlist
3. Professional Certification:
   Holding one of these certifications:
• SecurityX / CASP+
• CCNP Security
• CISA
• FITSP-O
• GICSP
• SSCP

• 10+ years of IT experience, with significant experience providing end-user support in enterprise or mission-critical technical environments
• Expert knowledge of end-user support, service desk operations, incident management, request fulfillment, and customer service best practices.
• Experience with one or more of the following:
• Resolving user requests and troubleshooting hardware, software, network, access, endpoint, and collaboration tool issues
• Supporting multi-channel user communications, including phone, email, chat, walk-up, remote support, and ticketing queues
• Documenting user interactions, troubleshooting steps, resolution actions, and escalation details in ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms
• Supporting user account management, password resets, access requests, group memberships, onboarding, offboarding, and permission troubleshooting
• Creating, updating, and using knowledge base articles, SOPs, job aids, and user-facing support documentation
• Coordinating with system administration, network, cybersecurity, application, endpoint, asset management, and operations teams
• Supporting federal, regulated, or security-sensitive environments is required.
• Ability to serve as the senior user support lead and escalation point for complex user support issues.

Bonus Points If:

• Experience supporting Windows, macOS, mobile devices, virtual desktops, collaboration tools, VPN, MFA, printers, and standard enterprise applications.
• Experience with ITSM/ticketing tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar platforms.
• Experience supporting identity and access management tools such as Active Directory, Azure AD/Entra ID, Okta, or similar platforms.
• Experience troubleshooting Microsoft 365, Teams, Outlook, SharePoint, OneDrive, browsers, endpoint software, and common productivity tools.
• Experience supporting endpoint management and remote support tools such as Intune, SCCM/MECM, JAMF, Tanium, BeyondTrust, Bomgar, or similar tools.
• Experience supporting incident, request, problem, change, escalation, and knowledge manual

Security Clearance:

• Active Secret, Top Secret, TS/SCI, or TS/SCI with Polygraph clearance required, depending on position