Journeyman User Support Specialist (Priority Team - Shift 2)

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 solutionsand resolves complex workstation network topology and configuration problems for priority personnel.
• Performs root-cause analysisusing advanced diagnostic systems and script execution to implement immediate, permanent remediation.
• Directs technical incident lifecyclesfor 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 deploymentswhile authoring internal technical engineering procedures, systems documentation, and administrative FAQs.

Qualifications

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.

Posted Salary Range

USD $21.27 - USD $34.61 /Hr.