Junior User Support Specialist (Triage Analyst)

GovCIO is currently hiring for a Junior User Support Specialist (Triage Analyst) to support our client’s contract needs for a mission critical U.S. Coast Guard (USCG) program. This position is located in St. Louis, MO and will be a hybrid position.

• Triage incoming tickets, answer phone calls, and create tickets for customers' technical issues.
• Resolve technical issues within a 15-minute window or pass them onto a higher-tier team at the Service Desk.
• Respond to customer questions and troubleshoot technical issues related to hardware, software, and network problems.
• Perform system administration duties, including looking up users and account details in Active Directory.
• Ask questions, use problem-solving skills, and fully document all work details in tickets to assist higher tiers with root cause analysis.
• Serve as the primary contact for users, documenting and logging all calls and issues accurately in the trouble ticketing system.
• Report significant or recurring issues to higher-level support teams, Tier 2, or the Team Lead.
• Walk customers through the use of products or systems and provide follow-up communication to ensure resolution.

• Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).
  
• Proficiency in Windows operating systems and knowledge of Active Directory.
• Knowledge of Microsoft software applications including Outlook, TEAMS, OneDrive, and the broader Microsoft Office Suite.
• Knowledge of troubleshooting Adobe software issues.
• Foundational knowledge of EDMS and SharePoint.
• Ability to diagnose and resolve Tier 0/1 issues efficiently.
• Ability to follow previously defined troubleshooting processes and technical scripts.
• Excellent verbal and written communication skills to explain technical issues clearly to non-technical users.
• Strong customer service skills with the patience and empathy to provide top-notch service and ensure user satisfaction.
• Ability to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs).
• Ability to work independently and collaboratively as part of a team.

• Experience supporting DoD or U.S. Coast Guard enterprise service desk environments.
• Experience with ServiceNow (SNOW) or equivalent enterprise trouble ticketing software.
• Experience working in a fast-paced call center or technical help desk environment.