GovCIO is currently hiring for a
Junior User Support Specialist for the Service Desk (SD) Electronics Team to provide essential technical support, hardware/software troubleshooting, and mobile device management for a mission critical U.S. Coast Guard (USCG) program. This position will be located in St. Louis, MO and will be a hybrid position.
ResponsibilitiesThe Junior User Support Specialist will serve as a remote point of contact for technical support, mobile equipment administration, and remote connectivity troubleshooting. The role requires foundational technical problem-solving skills, excellent customer service, and the ability to resolve hardware, software, and network issues efficiently within established Service Level Agreements (SLAs) in a virtual team environment. Key responsibilities include:
- Respond to customer questions and troubleshoot technical issues related to Electronics.
- Ask questions and use problem-solving skills to route the ticket to the correct group within a large organization.
- Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system.
Open tech request site visits tickets. - Report significant or recurring issues to higher-level support teams (Tier 2 or higher).
- Install and configure software, and document internal procedures and FAQs.
- Walk users through the use of our products or systems and provide follow-up communication to ensure resolution.
- Open tech request site visits tickets.
QualificationsHigh School with 0 - 3 years (or commensurate experience)
Required Skills and Experience - Proficiency in Windows operating systems and familiarity with mobile devices including iPhones and iPads.
- Excellent verbal and written communication skills.
- Patience and empathy to provide top-notch service and ensure user satisfaction.
- Ability to prioritize tasks and handle multiple tickets simultaneously.
- Ability to work independently and as part of a team.
Clearance Required: Active Secret Clearance.
Preferred Skills and Experience - Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).
- 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 RangeUSD $17.36 - USD $26.92 /Hr.
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