What are the responsibilities and job description for the Junior User Support Specialist (Triage Analyst) position at Govcio LLC?
Overview:
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.
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.
Salary : $17 - $29