Junior User Support Specialist (Triage Analyst) at GovCIO · St. Louis

Summary: 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. The role involves being the initial point of contact for technical support, responsible for ticket classification, troubleshooting, and customer service. Responsibilities: - 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 Required Qualifications: - High School diploma with 0-3 yrs experience - 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 - Active Secret Clearance Preferred Qualifications: - 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 Required Skills: DoD 8570 IAT Level I certification, Windows operating systems, Active Directory, Microsoft Outlook, Microsoft Teams, OneDrive, Microsoft Office Suite, Adobe software troubleshooting, EDMS, SharePoint, Tier 0/1 issue diagnosis, Troubleshooting processes, Technical scripting, ServiceNow, Enterprise trouble ticketing software