User Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $57k - $97k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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LMI

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1961

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

🏛️ Government

Artificial Intelligence • Healthcare Insurance • Government

LMI is a forward-thinking company that focuses on reimagining the path from insight to outcome through innovative solutions in various sectors, including applied AI and digital health. They provide advanced analytics, engineering support, and performance optimization across defense, health, and civilian markets, with a strong commitment to enhancing mission effectiveness for government clients. With a focus on collaboration and research, LMI aims to drive positive change through its diverse capabilities and partnerships.

📋 Description

• Provide Tier 2 and Tier 3 support services to ensure timely resolution of user issues, including complex troubleshooting and escalation management in alignment with SLA requirements. • Deliver application-specific guidance and support for workflow and business process issues. • Conduct root cause analysis for issues and identify solutions to mitigate recurrence and enhance system performance. • Manage ServiceNow or other GSA-approved platforms to track, categorize, and prioritize tickets, ensuring accuracy and quick turnaround times. • Maintain and update knowledge management materials, such as FAQs, troubleshooting guides, and user documentation, ensuring accessibility and usability for end users. • Analyze support metrics and trends to identify areas for improvement and recommend proactive changes to enhance user support operations. • Develop training materials and user guides to support end-user adoption of federal systems. • Collaborate with external resolver groups and internal teams for timely implementation of fixes. • Provide input for continuous improvement initiatives to enhance user satisfaction and operational efficiency. • Participate in an on-call rotation to address critical issues and ensure system reliability.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent combination of education and relevant experience) • 3–7 years of experience providing IT user support services, including Tier 2 and Tier 3 troubleshooting. • Proficiency in using ServiceNow or other ticket management platforms for categorization, prioritization, and tracking of user issues. • Demonstrated expertise in root cause analysis, problem resolution, and technical incident management. • Strong knowledge of federal help desk operations and service level agreement (SLA) compliance practices. • Experience managing and contributing to comprehensive knowledge bases, FAQs, troubleshooting guides, and user documentation. • Skilled in maintaining professional and empathetic communication to resolve customer issues effectively. • Understanding of escalation processes and coordination with technical teams. • Familiarity with customer satisfaction improvement methodologies and metrics tracking. • Ability to obtain and maintain a Public Trust Clearance.

🏖️ Benefits

• High Fringe benefits • Full-Time employment