Senior Application Support Specialist

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $105.3k - $190.3k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• Respond to end-user questions regarding application functionality, navigation, and established business processes • Guide users through application workflows and explain how system features should be used to accomplish business tasks • Troubleshoot reported application issues and determine whether issues relate to user understanding, data, permissions, configuration, system functionality, or software defects • Reproduce reported problems and document steps, conditions, expected behavior, and actual behavior • Resolve issues within Help Desk knowledge and authority and escalate issues requiring specialized expertise • Create, update, categorize, prioritize, and track support tickets through resolution • Gather information before escalating potential defects • Assist users with account, role, access, and permission questions • Research documentation, knowledge articles, procedures, and previously resolved tickets • Develop and maintain knowledge-base articles, FAQs, quick-reference guides, and user-support documentation • Identify recurring questions and recommend improvements to documentation, training, usability, or business processes • Communicate application changes, known issues, workarounds, and resolutions • Support new releases by learning new and modified functionality before deployment • Coordinate with developers, testers, business analysts, system administrators, and subject-matter experts • Maintain records of user interactions, troubleshooting, resolutions, and escalations • Monitor support trends and identify recurring issues warranting corrective action, training, or enhancement • Provide professional, customer-focused support to users with varying technical proficiency

🎯 Requirements

• Experience providing application or end-user support • Ability to learn complex enterprise software and business processes • Strong analytical and troubleshooting skills • Ability to explain technical or complex processes in understandable terms • Experience with ticket-management and knowledge-management systems such as Jira and Confluence • Excellent customer service based on active, empathetic listening with problem-solving focus • Strong written and verbal communication skills • Ability to distinguish among training, procedural, access, data, configuration, and software-related issues • Understanding of training organizations, a plus • Experience with NIST application security requirements, a plus