What are the responsibilities and job description for the Journeyman User Support Specialist (Priority Team - Shift 2) position at Govcio LLC?
Overview:
Required Skills and Experience
Preferred Skills and Experience
GovCIO is currently hiring for a Journeyman User Support Specialist for the Service Desk (SD) Priority Team to provide high-priority technical systems infrastructure support, identity management administration, and advanced incident engineering for a mission-critical U.S. Coast Guard program (USCG). This position will be located in St. Louis, MO, will operate as a hybrid position, and requires working Sunday through Thursday from 2:00 PM to 10:30 PM (2nd Shift).
Responsibilities:
The Journeyman User Support Specialist for the Priority Team will serve as the primary technical owner for high-priority user administration, critical account infrastructure, and escalated network troubleshooting. This position requires advanced technical problem-solving, rapid systems incident response, and the engineering capability to resolve VIP and high-priority infrastructure access constraints within strict Service Level Agreements (SLAs). Key responsibilities include:
- Engineers infrastructure access solutions and resolves complex workstation network topology and configuration problems for priority personnel.
- Performs root-cause analysis using advanced diagnostic systems and script execution to implement immediate, permanent remediation.
- Directs technical incident lifecycles for VIP users, documenting engineering work logs and configuration changes within enterprise ITSM systems.
- Analyzes systemic and architectural system anomalies, formulating comprehensive technical reports to coordinate cross-functional resolution with Tier 2 and Tier 3 engineering teams.
- Administers enterprise software deployments while authoring internal technical engineering procedures, systems documentation, and administrative FAQs.
High School with 3 - 5 years (or commensurate experience)
Required Skills and Experience
- Certification: Current DoD 8570 IAT Level I certification (e.g., A CE, Network CE, CCNA-Security, SSCP).
- Advanced proficiency in Windows operating systems with active administration knowledge of Active Directory and Azure environments.
- Operational knowledge of Exchange Admin Center, user account provisioning, distribution groups, and shared mailbox infrastructure control.
- Functional knowledge of EDMS, SharePoint administration, Remote Desktop Server environments, and granular File Sharing Permissions.
- Proven capability to execute advanced technical scripts and optimize predefined diagnostic workflows under pressure.
- Demonstrated skill in isolating and engineering fixes for critical enterprise system issues under high-stakes conditions.
- Exceptional verbal and written technical communication skills to translate complex architectural issues to VIP and non-technical operators.
- Elite time management and workload prioritization skills to manage parallel high-priority incidents while consistently satisfying strict enterprise SLAs.
- Proven ability to operate independently and collaboratively within a dedicated mission-critical priority team environment.
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 ticketing software.
- Familiarity with ITIL service management frameworks and best practices.
Salary : $21 - $35