Junior User Support Specialist (Remote Services)

GovCIO is currently hiring for a Junior User Support Specialist for the Service Desk (SD) Remote Services Admin (RSA) Team to provide essential remote technical support, hardware/software troubleshooting, and mobile device management for a mission critical U.S. Coast Guard (USCG) program. This position will be located in St. Louis, MO and will be a hybrid position.


Responsibilities

The Junior User Support Specialist will serve as a remote point of contact for technical support, mobile equipment administration, and remote connectivity troubleshooting. The role requires foundational technical problem-solving skills, excellent customer service, and the ability to resolve hardware, software, and network issues efficiently within established Service Level Agreements (SLAs) in a virtual team environment.Key responsibilities include:

• Respond to customer questions and troubleshoot technical issues related to hardware, software, and network problems.
• Ask questions, run diagnostics, and use problem-solving skills to find the root cause of problems and implement solutions.
• Serve as the primary contact for users, documenting and logging all calls and issues in the ticketing system.
• Report significant or recurring issues to higher-level support teams (Tier 2 or higher).
• Install and configure software, and document internal procedures and FAQs.
• Walk users through the use of products or systems, and provide follow-up communication to ensure resolution.

Qualifications

High School with 0 - 3 years (or commensurate 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 familiarity with mobile devices including iPhones and iPads.
• Ability to diagnose and resolve technical problems efficiently.
• Excellent verbal and written communication skills to explain complex 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 as part of a virtual, remote 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.
• Knowledge of Intune, Purebred, VPN client software, and Remote Desktop connections.
• Knowledge of Azure Active Directory, Active Directory Users and Computers (ADUC), MECM (SCCM), and EDM.

Posted Salary Range

USD $17.36 - USD $28.84 /Hr.