Digital Support Specialist

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Key Responsibilities :

• Support onboarding of users into applications, including account creation, permissions management, and initial troubleshooting.
• Provide first-line helpdesk support by email, phone, and ticketing systems, escalating issues to product or development teams when required.
• Review and assist in maintaining user documentation for applications, ensuring clarity and accuracy.
• Identify, document, and escalate bugs or recurring issues to the respective product team.
• Maintain knowledge entries in Information & Knowledge Management (IKM) tools, ensuring lessons learned and troubleshooting procedures are recorded and accessible.
• Monitor application performance and availability using existing tools, escalating incidents as necessary.
• Identify potential improvements to applications and provide user feedback to product and development teams.
• Deliver short training sessions, user guides, and onboarding material to support end users.
• Maintain an awareness of cybersecurity best practices and assist in preventing unauthorized access or data loss incidents.

Requirements :

Location : Norfolk, VA, USA

Security Clearance : NATO Secret

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