Overview:
We are looking for a highly skilled System Administrator / Software Analyst to support our US Coast Guard (USCG) IPSS contract needs. This position is located in St. Louis, MO and will be a hybrid position. This position focuses on providing technical support, diagnosing software and hardware issues, and maintaining system documentation to ensure operational readiness.
Responsibilities:
The System Administrator/Software Analyst will handle the technical administration, user support, and troubleshooting of enterprise systems. Core 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 trouble ticketing system.
- Report significant or recurring issues to higher-level support teams (Tier 3 or higher).
- Install and configure software, document internal procedures and FAQs.
- Walk users through the use of our products or systems, and provide follow-up communication to ensure resolution.
Qualifications:
High School with 9+ years (or commensurate experience)
Required Skills and Experience
- Current DoD 8570 IAT Level I certification required.
- 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.
- Ability to diagnose and resolve technical problems efficiently.
- Ability to follow previously defined troubleshooting processes.
- Excellent verbal and written communication skills to explain complex technical issues clearly to non-technical users.
- 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 team.
Clearance Required: Active Secret Clearance
Preferred Skills and Experience
- Experience supporting the U.S. Coast Guard (USCG) or similar Department of Homeland Security (DHS) software delivery environments.
- Experience with SNOW (ServiceNow) and ticketing software is preferred.
Posted Salary Range:
USD $72,000.00 - USD $85,000.00 /Yr.