Junior User Support Specialist (Triage Analyst) #8181

Overview

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.

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.

Qualifications

• 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.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Pay range: $17 - $29 Hourly