Junior Computer User Support Specialist (Shift 2)

Govcio•St. Louis, MO

3d•Hybrid

About The Position

GovCIO is seeking a Computer User Support Specialist (Shift 2) to provide technical support and troubleshooting for hardware, software, and network issues within the U.S. Coast Guard environment. This hybrid role, based in St. Louis, MO, focuses on delivering exceptional customer service, resolving technical problems efficiently, and maintaining system documentation to ensure smooth operations.

Requirements

2+ years of experience in IT support or help desk environment.
Current DoD 8570 IAT Level I certification (e.g., A+, Network+, SSCP)
Knowledge of Microsoft applications (Outlook, Teams, OneDrive, SharePoint).
Familiarity with troubleshooting Adobe issues and Microsoft Office Suite.
Understanding of Azure Active Directory, ADUC, and EDMS (preferred).
Knowledge of VPN and Remote Desktop connections (preferred).
Experience with file sharing permissions, running scripts, and managing user accounts, distribution groups, and shared mailboxes.
Ability to diagnose and resolve technical problems efficiently using defined troubleshooting processes.
Strong verbal and written communication skills to explain technical issues clearly to non-technical users.
Patience and empathy to deliver high-quality support and ensure user satisfaction.
Ability to prioritize tasks, manage multiple tickets, and meet SLAs independently or as part of a team.
Experience with ServiceNow (SNOW) or similar ticketing systems (preferred).
Must be clearable up to an active Secret clearance

Nice To Haves

U.S. Coast Guard or federal agency experience highly preferred.
Familiarity with ITIL processes and service management best practices .
Knowledge of data lifecycle management and best practices for enterprise collaboration tools.

Responsibilities

Provide technical support: Respond to customer inquiries and troubleshoot issues related to hardware, software, and network connectivity.
Diagnose and resolve issues: Use problem-solving skills to identify root causes, run diagnostics, and implement effective solutions.
Handle support requests: Serve as the primary point of contact for users; document and log all calls and issues in the trouble ticketing system.
Escalate complex problems: Report significant or recurring issues to Tier 2 or higher-level support teams.
Maintain systems and documentation: Install and configure software; create and update internal procedures and FAQs.
Communicate with users: Guide users through system usage and provide follow-up communication to ensure resolution.