Job Information
GovCIO Junior User Support Specialist in St. Louis, Missouri
St. Louis, Missouri
Secret
Hybrid schedule
Information Technology
GovCIO is currently hiring for a Triage Analyst to support our client’s contract needs. This position is located in St. Louis, MO and will be a hybrid remote position.
Responsibilities
Provide technical support:
Triage tickets, answer phone calls, and create tickets for customers’ issues. Help resolve what you can within a 15-minute period or pass onto a higher-tier team at the Service Desk.
Respond to customer questions and troubleshooting technical issues related to hardware, software, and network problems.
Perform system administration duties, including (looking users up in Active Directory
Diagnose and resolve issues:
- Ask questions, use problem-solving skills, and document all work details in the tickets to help find the root cause of problems for the higher tiers.
Handle support requests:
- Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system.
Escalate complex problems:
- Report significant or recurring issues to higher-level support teams (Tier 2 or Team Lead).
Communicate with users:
- Walk customers using our products or systems and provide follow-up communication to ensure resolution.
Qualifications
- High School diploma with 0-3 yrs experience
Required Skills and Experience
Technical Knowledge:
Proficiency in operating systems (Windows).
Knowledge of Microsoft software applications such as Outlook, TEAMS, and OneDrive.
Knowledge of troubleshooting Adobe issues.
Knowledge of Microsoft Application Suite.
Knowledge of EDMS and Active Directory. Knowledge of Sharepoint.
Problem-Solving:
Ability to diagnose and resolve Tier 0/1 issues efficiently.
Ability to follow previously defined troubleshooting processes.
Communication:
- Excellent verbal and written communication skills to explain technical issues clearly to non-technical users.
Customer Service:
- Patience and empathy to provide top-notch service and ensure customer satisfaction.
Time Management:
Ability to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs).
Ability to work independently and as part of a team.
Certifications
- Must have Comptia A+ or Network+, or equivalent
Clearance Required: An active Secret clearance is required
Preferred Skills and Experience
Familiarity with tools:
- Experience with SNOW and ticketing software is preferred.
Posted Salary Range
USD $17.36 - USD $28.85 /Hr.