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User Support Manager Jobs in Washington (NOW HIRING)

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User Support Manager information

What is the difference between User Support Manager vs Customer Service Supervisor?

AspectUser Support ManagerCustomer Service Supervisor
Required CredentialsBachelor's degree in IT, Business, or related field; experience in support rolesBachelor's degree in Business, Communications, or related; experience in customer service
Work EnvironmentIT support teams, technical environments, help desksCall centers, retail, service industries
Employer & Industry UsageTech companies, software firms, IT departmentsRetail, hospitality, telecom, service sectors
Common Search & ComparisonFocuses on technical support management and team leadershipFocuses on customer interaction and service quality oversight

The User Support Manager typically oversees technical support teams in IT or software environments, focusing on resolving technical issues and managing support staff. In contrast, the Customer Service Supervisor manages customer interactions in service or retail settings, emphasizing service quality and customer satisfaction. While both roles involve team leadership and customer interaction, their industry focus and technical requirements differ.

Infographic showing various User Support Manager job openings in Washington as of September 2026, with employment types broken down into 96% Full Time, and 4% Contract. Highlights an 92% In-person, and 8% Remote job distribution.

User Support Specialist - Junior

Washington, DC • On-site

ASM Research
IT Services • 1 - 5K employees
Learn more about ASM Researchexternal

Full-time

Re-posted 15 days ago

ASM Research rating

8.9

Company rating: 8.9 out of 10

Based on 16 frontline employees who took The Breakroom Quiz

Job description

The User Support Specialist - Junior delivers entry-level technical support to end users in an enterprise environment, resolving routine hardware, software, and account-related issues while maintaining accurate ticket documentation and strong customer service. The role focuses on first-line "Basic Support" tier services, using standard procedures and knowledge articles to troubleshoot common problems and escalating complex issues to higher-tier teams as needed. The specialist also assists with user onboarding, basic training, and knowledge base contributions to enhance system usability and self-service adoption.
Key Responsibilities
  • Provide first-line support for common technical issues including login, software, and basic connectivity problems using established troubleshooting steps and knowledge articles.
  • Log, track, and update incidents and service requests in ticketing systems such as ServiceNow or Jira, ensuring clear documentation of user issues and resolutions.
  • Perform basic troubleshooting of hardware, software, and network issues within defined scope, escalating unresolved or complex cases to higher-tier support teams.
  • Assist with account setup, password resets, and routine access requests in accordance with security and access management procedures.
  • Communicate clearly and professionally with users across phone, email, chat, and in-person channels to guide issue resolution and set expectations.
  • Document resolutions and contribute to the improvement of knowledge base content, support articles, and FAQs based on recurring issues.
  • Support user onboarding and basic training activities on enterprise systems and tools, reinforcing common procedures and best practices.
  • Maintain awareness of supported systems and applications, learning enterprise support processes to improve service delivery over time.

Required Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
  • 0-3 years of experience in IT support or help desk roles providing end-user support in technical environments.
  • Demonstrated ability to resolve routine user requests and perform basic troubleshooting of hardware, software, and network connectivity issues.
  • Experience using ticketing systems such as ServiceNow or Jira to document and track incidents and service requests.
  • Strong multi-channel communication skills (phone, email, chat, and in-person) with a customer-oriented approach and attention to documentation quality.
  • Experience with basic user account management activities including account setup, password resets, and standard access requests.
  • 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
  • Familiarity with basic networking and operating system concepts (e.g., Windows client environments, basic TCP/IP, and common productivity tools).
  • Exposure to IT service management tools or environments and an understanding of structured support processes.
  • Entry-level certification such as CompTIA A+ or equivalent; CompTIA Network+ or Security+ is a plus.
  • Experience contributing to knowledge base content or user-facing documentation in an IT support context.

Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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