User Support Specialist

Last day to apply Full Time Role Summary This role involves providing technical support to end-users by responding to inquiries, troubleshooting hardware, software, and network connectivity issues. The individual will diagnose root causes, implement solutions, and serve as a primary point of contact for support requests. It requires maintaining systems, documentation, and ensuring customer satisfaction through clear communication and effective problem resolution. Responsibilities Respond to customer inquiries and troubleshoot issues related to hardware, software, and network connectivity. Diagnose and resolve technical problems using established troubleshooting procedures. Serve as the primary contact for support requests, logging all calls and issues in the ticketing system. Escalate complex or recurring issues to Tier 2 or higher-level support teams. Install, configure, and maintain software and related systems. Create and update internal documentation, procedures, and FAQs. Guide users through system usage and provide follow-up support to ensure resolution. Manage user accounts, distribution groups, shared mailboxes, and file sharing permissions. Utilize tools such as ServiceNow or similar systems to track and manage support tickets. Maintain knowledge of relevant technologies, including Microsoft applications, Active Directory, and VPN connections. Qualifications Bachelor's degree with 2-5 years of experience or equivalent technical experience. At least 2 years of experience in IT support or help desk environments. Current DoD 8570 IAT Level I certification (e.g., A+, Network+, SSCP). Proficiency with Microsoft Office Suite, Outlook, Teams, OneDrive, and SharePoint. Familiarity with troubleshooting Adobe issues and Microsoft Office applications. Understanding of Azure Active Directory, ADUC, and EDMS (preferred). Knowledge of VPN and Remote Desktop connections (preferred). Strong diagnostic skills and the ability to manage multiple support tickets effectively. Excellent verbal and written communication skills for technical and non-technical audiences. Ability to work independently, prioritize tasks, and meet SLAs. This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required. Publishing Pay Range $20.00 - $25.00 Hourly This position offers a hybrid schedule, with time split between the office and remote work. About GDH At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs. Who We Are GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service. GDH Benefits GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH's website under the tab for candidates. Equal Employment Opportunity GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department. Please visit our notice of collection for California applicants. Location/Region: St. Louis, Missouri #J-18808-Ljbffr