Overview:
GovCIO is currently hiring for System Administrator/Software Analyst to support our US Coast Guard IPSS contract needs. This position is located in St. Louis, MO and will be a hybrid remote position.
Responsibilities:
Provide technical support:
- Respond to customer questions and troubleshoot technical issues related to hardware, software, and network problems.
Diagnose and resolve issues:
- Ask questions, run diagnostics, and use problem-solving skills to find the root cause of problems and implement solutions.
Handle support requests:
- Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system.
Escalate complex problems:
- Report significant or recurring issues to higher-level support teams (Tier 3 or higher).
Maintain systems and documentation:
- Install and configure software, document internal procedures and FAQs.
Communicate with users:
- Walk users through the use of our products or systems, and provide follow-up communication to ensure resolution.
Qualifications:
Bachelor's with 5-8 years (or commensurate experience)
Required Skills and Experience
- Proficiency in operating systems (Windows).
- Knowledge of Microsoft software applications such as Outlook, TEAMS, and OneDrive. Knowledge of troubleshooting Adobe issues. Knowledge of Microsoft Application Suite.
- Knowledge of EDMS and Active Directory.
- Knowledge of SharePoint.
- Ability to diagnose and resolve technical problems efficiently.
- Ability to follow previously defined troubleshooting processes
- Excellent verbal and written communication skills to explain complex technical issues clearly to non-technical users.
- 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 as part of a team.
Clearance Required: ship is required to obtain and maintain Public Trust
Preferred Skills and Experience
- Experience with SNOW and ticketing software is preferred.
Posted Salary Range: USD $61,850.00 - USD $70,000.00 /Yr.
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