The Senior Application Support Specialist provides front-line functional support to end users of an enterprise software application. The technician assists users in understanding system functionality, completing business processes, resolving application-related issues, and identifying the appropriate path for issues that require additional technical or functional support. The position serves as a liaison between end users and application support, development, testing, and business teams.

Primary Responsibilities

• 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 the issue is related to user understanding, data, permissions, configuration, system functionality, or a potential software defect.
• Reproduce reported problems and document the steps, conditions, expected behavior, and actual behavior.
• Resolve issues within the Help Desk's established knowledge and authority and escalate issues requiring specialized functional or technical expertise.
• Create, update, categorize, prioritize, and track support tickets through resolution.
• Gather sufficient information before escalating potential defects to reduce unnecessary development-team investigation.
• Assist users with account, role, access, and permission questions in accordance with established procedures.
• Research application documentation, knowledge articles, procedures, and previously resolved tickets to identify solutions.
• Develop and maintain knowledge-base articles, FAQs, quick-reference guides, and other user-support documentation.
• Identify recurring user questions or areas of confusion and recommend improvements to documentation, training, application usability, or business processes.
• Communicate application changes, known issues, workarounds, and resolutions to affected users as appropriate.
• Support new releases by becoming familiar with new and modified functionality before deployment.
• Coordinate with software developers, testers, business analysts, system administrators, and subject-matter experts when issues cannot be resolved at the Help Desk level.
• Maintain accurate records of user interactions, troubleshooting performed, resolutions, and escalations.
• Monitor support trends and identify recurring issues that may warrant corrective action, additional training, or application enhancement.
• Provide professional, customer-focused support to users with varying levels of technical proficiency.

Basic Qualifications

• 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.

Preferred Qualifications

• Understanding of training organizations, a plus.
• Experience with NIST application security requirements, a plus.

►Please be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.

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.