GovCIO is currently hiring for a Junior User Support Specialist for the Service Desk (SD) Electronics Team to provide essential technical support, hardware/software troubleshooting, and mobile device management for a mission critical U.S. Coast Guard (USCG) program. This position will be located in St. Louis, MO and will be a hybrid position.

Responsibilities

The Junior User Support Specialist will serve as a remote point of contact for technical support, mobile equipment administration, and remote connectivity troubleshooting. The role requires foundational technical problem-solving skills, excellent customer service, and the ability to resolve hardware, software, and network issues efficiently within established Service Level Agreements (SLAs) in a virtual team environment. Key responsibilities include:

Respond to customer questions and troubleshoot technical issues related to Electronics.
Ask questions and use problem-solving skills to route the ticket to the correct group within a large organization.
Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system.
Open tech request site visits tickets.
Report significant or recurring issues to higher-level support teams (Tier 2 or higher).
Install and configure software, and document internal procedures and FAQs.
Walk users through the use of our products or systems and provide follow-up communication to ensure resolution.
Open tech request site visits tickets.

Qualifications

High School with 0 - 3 years (or commensurate experience)

Required Skills and Experience

Proficiency in Windows operating systems and familiarity with mobile devices including iPhones and iPads.
Excellent verbal and written communication skills.
Patience and empathy to provide top-notch service and ensure user satisfaction.
Ability to prioritize tasks and handle multiple tickets simultaneously.
Ability to work independently and as part of a team.
Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).

Clearance Required: Active Secret Clearance.

Preferred Skills and Experience

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.

Posted Salary Range

USD $17.36 - USD $26.92 /Hr.

Learn more about this Employer on their Career Site

Junior User Support Specialist (Electronics)