User Support Specialist Junior (Shift 2)
Hybrid in St. Louis, MO, US • Posted 4 hours ago • Updated 3 hours ago

GDH
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Summary
User Support Specialist
We are seeking a dedicated and detail-oriented User Support Specialist to join our technical support team on Shift 2. In this role, you will play a vital part in ensuring our users receive prompt and effective assistance with hardware, software, and network connectivity issues. If you have a passion for helping others and are eager to grow your IT support skills, we want to hear from you.
Key Responsibilities:
- Provide first-level technical support by responding promptly to customer inquiries via phone, email, or chat, and troubleshooting issues related to hardware, software, and network connectivity.
- Diagnose and resolve technical problems using established troubleshooting procedures, identifying root causes and implementing effective solutions.
- Serve as the primary point of contact for users, accurately documenting and logging all support requests and issues in the trouble ticketing system.
- Escalate complex or recurring issues to Tier 2 or higher support teams, ensuring timely resolution.
- Install, configure, and maintain end-user software and hardware components, including routine system updates.
- Develop and update internal documentation such as procedures, FAQs, and user guides to promote ongoing efficiency.
- Clearly communicate technical information to users in a friendly and professional manner, guiding them through system features and resolving their concerns.
- Follow up with users post-resolution to ensure satisfaction and proper system use.
Qualifications:
- Bachelor’s degree or equivalent experience with 2+ years in an IT support or help desk environment.
- Must be legally authorized to work in the United States without employer sponsorship, now or in the future.
- Current DoD 8570 IAT Level I certification (e.g., A+, Network+, SSCP).
- Proficient in Microsoft Office applications (Outlook, Teams, OneDrive, SharePoint).
- Knowledge of troubleshooting Adobe applications and Microsoft Office Suite.
- Familiarity with Azure Active Directory, ADUC, and Electronic Document Management Systems (preferred).
- Understanding of VPN and Remote Desktop connections (preferred).
- Experience managing user accounts, permissions, distribution groups, and shared mailboxes; running scripts.
- Strong problem-solving skills with the ability to follow structured troubleshooting processes efficiently.
- Excellent verbal and written communication skills, capable of explaining technical concepts to non-technical users.
- Patience, empathy, and a customer-focused attitude to deliver high-quality support.
- Ability to prioritize multiple tickets, manage time effectively, and meet service level agreements independently or as part of a team.
- Experience with ticketing systems such as ServiceNow (SNOW) or similar tools (preferred).
- Clearance: Must be clearable to an active Secret clearance.
Preferred Skills and Experience:
- Experience working with U.S. Coast Guard or other federal agencies.
- Familiarity with ITIL service management frameworks.
- Knowledge of data lifecycle management and best practices for enterprise collaboration tools.
Pay Range: $20.00 - $25.00 Hourly
This position offers an excellent opportunity for professional growth within a dynamic support environment. If you are eager to develop your IT support expertise and contribute to a mission-focused team, apply today!
- Dice Id: 10112156
- Position Id: 111848
- Posted 4 hours ago
Company Info
GDH is a technology workforce solutions provider committed to always giving and delivering more. Better talent. More client and consultant support. Greater service. World-class outcomes. Providing technology staffing, project solutions, and recruitment process outsourcing (RPO), we will be able to deepen our understanding of your business challenges, stay up to date with industry trends, and enhance our ability to create custom solutions to help achieve your business outcomes. We have established ourselves as a trusted partner to countless businesses operating in the communications sector. Our primary goal is to source and recruit the most talented professionals, assemble teams of skilled specialists, create innovative recruitment and professional services strategies that drive growth and foster innovation.
GDH Benefits
GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH’s website under the tab for candidates.
GDH provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.
Please visit GDH's website for notice of collection for California applicants.
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