GovCIO is currently hiring for a Junior User Support Specialist for the Service Desk (SD) Electronics Team to provide essential 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 Electronics.
Ask questions and use problem-solving skills to route the ticket to the correct group within a large organization.
Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system. Open tech request site visits tickets.
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 our products or systems and provide follow-up communication to ensure resolution.
Open tech request site visits tickets.
Qualifications:
High School with 0 - 3 years (or commensurate experience)
Required Skills and Experience
Proficiency in Windows operating systems and familiarity with mobile devices including iPhones and iPads.
Excellent verbal and written communication skills.
Patience and empathy to provide top-notch service and ensure user satisfaction.
Ability to prioritize tasks and handle multiple tickets simultaneously.
Ability to work independently and as part of a team.
Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).
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.
Posted Salary Range:
USD $17.36 - USD $26.92 /Hr.
Numbers & Facts
Location
St. Louis, Missouri
Salary
$17.36–$26.92 Per Hour
Skills
Apple iPadunmatched
Apple iPhoneunmatched
CCNA - Cisco Certified Network Associateunmatched
Call Centersunmatched
Communication Skillsunmatched
CompTIA Network+unmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
DoD Directive 8140unmatched
DoD Directive 8570unmatched
Documentationunmatched
Electronicsunmatched
Establish Prioritiesunmatched
Frequently Asked Questions (FAQ)unmatched
Hardware Administrationunmatched
Help Deskunmatched
IAT - Information Assurance Technicalunmatched
Identify Issuesunmatched
Microsoft Windows Operating Systemunmatched
Mobile Devicesunmatched
Mobile Plant/Equipmentunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
SSCP - Systems Security Certified Practitionerunmatched
Secondary Schoolunmatched
Service Level Agreement (SLA)unmatched
Software Administrationunmatched
Software Configuration Managementunmatched
Software Installationunmatched
Team Playerunmatched
Technical Supportunmatched
Trouble Ticketsunmatched
United States Coast Guard (USCG)unmatched
United States Department of Defense (DoD)unmatched
Writing Skillsunmatched
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