Junior User Support Specialist

Overview

GovCIO is currently hiring for a Triage Analyst to support our client’s contract needs. This position is located in St. Louis, MO and will be a hybrid remote position.

Responsibilities

Provide technical support: 

• Triage tickets, answer phone calls, and create tickets for customers’ issues. Help resolve what you can within a 15-minute period or pass onto a higher-tier team at the Service Desk. 
• Respond to customer questions and troubleshooting technical issues related to hardware, software, and network problems. 
• Perform system administration duties, including (looking users up in Active Directory

 Diagnose and resolve issues: 

• Ask questions, use problem-solving skills, and document all work details in the tickets to help find the root cause of problems for the higher tiers. 

 Handle support requests: 

• Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system. 

 Escalate complex problems: 

• Report significant or recurring issues to higher-level support teams (Tier 2 or Team Lead). 

 Communicate with users: 

• Walk customers using our products or systems and provide follow-up communication to ensure resolution. 

Qualifications

• High School diploma with 0-3 yrs experience

Required Skills and Experience

Technical Knowledge: 

• Proficiency in operating systems (Windows).
• Knowledge of Microsoft software applications such as Outlook, TEAMS, and OneDrive.
• Knowledge of troubleshooting Adobe issues.
• Knowledge of Microsoft Application Suite.
• Knowledge of EDMS and Active Directory. Knowledge of Sharepoint.

 Problem-Solving: 

• Ability to diagnose and resolve Tier 0/1 issues efficiently. 
• Ability to follow previously defined troubleshooting processes.

 Communication: 

• Excellent verbal and written communication skills to explain technical issues clearly to non-technical users. 

 Customer Service: 

• Patience and empathy to provide top-notch service and ensure customer satisfaction. 

Time Management: 

• Ability to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs). 
• Ability to work independently and as part of a team.

 Certifications

• Must have Comptia A+ or Network+, or equivalent  

Clearance Required: An active Secret clearance is required

Preferred Skills and Experience

Familiarity with tools:  

• Experience with SNOW and ticketing software is preferred. 

Posted Salary Range