St. Louis, Missouri
Secret
Hybrid schedule
Information Technology
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
The Junior User Support Specialist will serve as the initial point of contact for technical support, responsible for rapid ticket classification, basic troubleshooting, and efficient routing. The role requires strong foundational technical skills, quick problem-solving abilities, and a commitment to customer service within strict first-contact resolution timelines. Key responsibilities include:
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
High School diploma with 0-3 yrs experience
Required Skills and 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.
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 $28.84 /Hr.
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.
