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Junior User Support Specialist (Triage Analyst)

• Posted 3 hours ago • Updated 3 hours ago

Full Time

USD $17.36 - 28.84 per hour

GovCIO

Fitment

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Job Details

Skills

Recruiting
Marketing Operations
Routing
PASS
Computer Hardware
Network
System Administration
Problem Solving
Conflict Resolution
Root Cause Analysis
Reporting
Tier 2
Team Leadership
Network+
Customer Engagement
Cisco Certifications
SSCP
Microsoft Windows
Operating Systems
Active Directory
Microsoft Technologies
Microsoft Outlook
Microsoft Office
Adobe
Document Management
Microsoft SharePoint
Scripting
Communication
Customer Service
Service Level
Security Clearance
DoD
Service Desk
ServiceNow
Issue Tracking
Call Center
Technical Support

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. 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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10443217
Position Id: 8181
Posted 3 hours ago

Company Info

About GovCIO

GovCIO is a rapidly growing provider of advanced technology solutions and digital services for the federal government. Combining our extensive federal experience with the latest innovations in IT and disruptive approaches, our experts develop comprehensive solutions to meet the most pressing demands of today’s government agencies. From the U.S. military to Health and Human Services, we have an impressive track record of helping our customers optimize how they operate.

We’re transforming government IT, empowering our federal customers to meet the challenges of today while building the government of tomorrow.

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