The 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.
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:September 24, 2026For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
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.
Skills Required
- 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 a 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
- Experience with NIST application security requirements
Leidos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Leidos and has not been reviewed or approved by Leidos.
-
Healthcare Strength — Healthcare coverage is described as comprehensive, with multiple plan options, low office-visit copays in some plans, and access to mental health and wellness support tools. The availability of HSA/FSA options and employer contributions is positioned as a meaningful part of the total package.
-
Retirement Support — Retirement benefits are framed as a strong component of total rewards, highlighted by a 401(k) match and immediate vesting in the standard package. The Employee Stock Purchase Plan is also presented as an additional long-term wealth-building feature.
-
Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle supports extend beyond core insurance, including wellness programs, fitness-related stipends, and assistance resources. Work flexibility and related perks are also included as part of the broader rewards experience.
Leidos Insights
Similar Jobs
What We Do
We Are Leidos For 50 years we have been tackling some of the biggest problems that face our nation and our world. OUR MISSION Through our culture of innovation and history of performance, we develop deep customer trust built on integrity and create enduring solutions that improve our world. Leidos is a science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the newly launched Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos. Your most important work is ahead.
