The User Support Specialist provides advanced technical and functional support to end users, ensuring timely resolution of issues and a high-quality user experience. This role serves as a key liaison between users and technical teams, delivering Tier 2 and Tier 3 support, developing user training materials, and contributing to continuous process and system improvements.

Key Responsibilities:

User Support & Issue Resolution

• Provide Tier 2 and Tier 3 technical support, troubleshooting complex system and application issues

• Analyze, diagnose, and resolve escalated incidents from Tier 1 support

• Coordinate with cross-functional teams to resolve high-priority or unresolved issues

• Perform follow-ups with users to ensure issue resolution and satisfaction

User Engagement & Communication

• Serve as a primary point of contact for user inquiries, questions, and ongoing support needs

• Proactively reach back to users to clarify issues, provide updates, and ensure understanding

• Deliver clear, user-friendly explanations of technical concepts

Training & User Enablement

• Develop and deliver user training sessions, demos, and onboarding support

• Create and maintain training documentation, including job aids and step-by-step guides

• Support adoption of new systems, tools, and processes through effective user education

Documentation & Knowledge Management

• Create, update, and manage knowledge base articles and any help documents to support self-service and team efficiency

• Maintain and enhance user guides and support documentation

• Ensure documentation is accurate, current, and aligned with system updates

Testing & Quality Assurance Support

• Ability to assist in testing activities to validate and reproduce user-reported issues

• Support User Acceptance Testing (UAT) by confirming functionality and documenting results

• Collaborate with development teams to verify fixes and system enhancements

Core Competencies:

• Verbal and Written Communication

• Problem Solving & Critical Thinking

• Customer Service Excellence

• Technical Communication

• Documentation & Knowledge Management

• Collaboration & Teamwork

• Attention to Detail

• Ability to simplify complex technical concepts into clear, user-friendly language for non-technical audiences

Required Qualifications

• Active TS/SCI with Polygraph

• Bachelor’s degree and 12+ years of experience. Additional experience in lieu of degree

• Experience providing Tier 2/Tier 3 technical or application support

• Strong troubleshooting and analytical skills

• Experience creating user documentation and knowledge articles

• Ability to communicate effectively with both technical and non-technical users

• Familiarity with ticketing or tracking systems (e.g., ServiceNow, JIRA, Confluence) and support workflows

• Experience supporting testing efforts or UAT is a plus

FIP

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting:

April 10, 2026

Pay Range:

Pay Range $105,300.00 - $190,350.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.