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User Support Specialist Jobs (NOW HIRING)

TEKsystems

End User Support Specialist

Brownsburg, IN · Hybrid

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Description End User Services Support Specialist Position Summary End User Services Support Specialist supports day-to-day endpoint, mobility, and productivity application operations with a strong ...

TEKsystems

End User Support Specialist

Brownsburg, IN · Hybrid

$40 - $45/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Description End User Services Support Specialist Position Summary End User Services Support Specialist supports day-to-day endpoint, mobility, and productivity application operations with a strong ...

LaBella Associates

End User Support Specialist

Poughkeepsie, NY · On-site

$65K - $75K/yr

  • Medical

  • Dental

  • Retirement

  • PTO

We are currently hiring an End User Support Specialist to expand our IT Department End User Support team. This position will be a part of our End User Support Helpdesk team and will assist employees ...

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User Support Specialist information

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$25.5K

$77.5K

$155K

How much do user support specialist jobs pay per year?

As of Aug 14, 2026, the average yearly pay for user support specialist in the United States is $77,490.00, according to ZipRecruiter salary data. Most workers in this role earn between $57,500.00 and $84,500.00 per year, depending on experience, location, and employer.

Is it hard to become a user support specialist?

Becoming a user support specialist typically requires good communication skills, problem-solving abilities, and familiarity with relevant tools or software. While some roles may prefer certifications or technical knowledge, many positions are entry-level and provide on-the-job training, making the difficulty level vary based on individual experience and the specific employer's requirements.

What are the key skills and qualifications needed to thrive as a user support specialist, and why are they important?

To thrive as a User Support Specialist, you need strong problem-solving abilities, technical troubleshooting skills, and a solid understanding of computer systems or software, often supported by a relevant associate's degree or certifications like CompTIA A+. Familiarity with ticketing systems such as Zendesk or ServiceNow, remote support tools, and basic networking concepts is typically required. Excellent communication, patience, and customer-centricity are crucial soft skills for effectively assisting users and de-escalating issues. These competencies ensure swift resolution of user problems, high customer satisfaction, and efficient functioning of IT support operations.

What is a user support specialist?

User Support Specialists are professionals who assist users by troubleshooting technical issues, answering questions, and providing guidance on products or services. They often work through various channels such as phone, email, chat, or in-person to resolve problems efficiently. These specialists play a key role in customer satisfaction by ensuring that users can effectively use technology or services. They may also document issues, escalate complex problems, and contribute to improving support processes.

What are some typical challenges user support specialists face when handling customer inquiries, and how are these addressed within a support team?

User Support Specialists often encounter challenges such as managing a high volume of requests, addressing complex technical issues, and dealing with frustrated customers. To address these, teams typically utilize ticketing systems to prioritize inquiries, provide training on conflict resolution, and foster strong collaboration among team members to share knowledge and solutions. Regular team meetings and access to a knowledge base also help ensure consistent and efficient support.
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User Support Specialist jobs near you
Infographic showing various User Support Specialist job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $77,490 per year, or $37.3 per hour.

User Support Specialist Senior

ASM Research

San Antonio, TX • On-site

Full-time

Posted 21 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

32nd of 223 rated it services

Job description

The User Support Specialist Senior provides front-line technical assistance to users across enterprise environments, focusing on basic support tier incidents and service requests logged through IT service management tools such as ServiceNow or Jira. This role serves as a primary point of contact for hardware, software, account, and connectivity issues, ensuring accurate ticket logging, timely updates, and adherence to service levels in a highly regulated government environment. The specialist supports users via multiple channels-phone, email, chat, and in-person-while escalating more complex problems to higher-tier teams and contributing to knowledge content and user training.
The position emphasizes consistent, courteous user interaction, clear documentation, and disciplined triage and escalation to maintain service quality in mission-critical environments that require a Secret clearance. The User Support Specialist Senior also reinforces secure use of enterprise systems, supports user training and coaching on workflows and self-service tools, and helps reduce repeat incidents through improved processes and knowledge artifacts.
Key Responsibilities
  • Provide basic support tier services by handling user requests, logging incidents and service requests, and performing initial troubleshooting via IT service management tools such as ServiceNow or Jira.
  • Use multiple communication channels (phone, email, chat, and in-person) to deliver courteous, effective user assistance, gathering clear problem details, setting expectations, and following through to resolution or proper escalation.
  • Troubleshoot common end-user issues involving operating systems, standard business applications, printers, peripheral devices, and basic network connectivity, following established procedures and configuration standards.
  • Perform account administration tasks including user onboarding and offboarding steps, password resets, group or role changes, and basic access requests in accordance with security and auditing policies.
  • Apply defined triage and escalation paths to distinguish routine issues that can be resolved at the basic support tier from more complex incidents requiring higher-tier or specialist intervention.
  • Log, track, and update all support interactions with clear, complete documentation of symptoms, actions taken, and resolution details to maintain an accurate ticket history and support reporting.
  • Contribute to the development and maintenance of knowledge base articles, FAQs, and job aids by documenting recurring issues, known workarounds, and standard operating procedures aligned with IT support best practices.
  • Support user training sessions or one-on-one coaching on common procedures, self-service tools, and secure use of enterprise systems, reinforcing consistent workflows and reducing repeat incidents.
  • Collect and relay user feedback and observed trends to help improve support processes, identify recurring issues, and inform continuous improvement in enterprise IT support.

Required Qualifications
  • Associates degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience (per IT Support Specialist IV standard).
  • Typically 3-5 years of progressively responsible IT user support or help desk experience in enterprise environments, including experience in mission-critical or highly regulated government settings.
  • Demonstrated proficiency using IT service management and ticketing platforms (e.g., ServiceNow or Jira) to log, triage, route, and resolve basic support tier incidents and service requests with clear documentation.
  • Hands-on experience troubleshooting end-user hardware, operating systems, standard business applications, printers, peripherals, and basic network connectivity within defined procedures.
  • Experience performing account administration tasks such as password resets, basic access changes, and onboarding/offboarding in accordance with security, auditing, and compliance policies.
  • Active Secret security clearance in alignment with program requirements.
  • U.S. citizenship required.
  • Ability to work in a remote environment supporting users in a federal or enterprise IT context while meeting defined response and resolution targets.

Preferred Qualifications
  • Experience supporting users in environments that require at least a Secret clearance and strict access control practices.
  • Exposure to ITIL or IT service management concepts related to incident, request, and knowledge management.
  • Entry-level technical or service management certifications such as CompTIA A+, CompTIA Security+, ITIL Foundation, or equivalent vendor certifications.
  • Prior experience contributing to or maintaining IT support knowledge bases and delivering user training in enterprise or federal IT environments.

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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