Junior User Support Specialist

Govcio • St. Louis, MO

1d • $17 - $29 • Hybrid

About The Position

GovCIO is currently hiring for a Triage Analyst to support our client’s contract needs. This position is located in St. Louis, MO and will be a hybrid remote position.

Requirements

• High School diploma with 0-3 yrs experience
• Technical Knowledge: 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.
• Problem-Solving: Ability to diagnose and resolve Tier 0/1 issues efficiently.
• Ability to follow previously defined troubleshooting processes.
• Communication: Excellent verbal and written communication skills to explain technical issues clearly to non-technical users.
• Customer Service: Patience and empathy to provide top-notch service and ensure customer satisfaction.
• Time Management: 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.
• Certifications Must have Comptia A+ or Network+, or equivalent
• Clearance Required: An active Secret clearance is required

Nice To Haves

• Familiarity with tools: Experience with SNOW and ticketing software is preferred.

Responsibilities

• Provide technical support: Triage tickets, answer phone calls, and create tickets for customers’ issues.
• Help resolve what you can within a 15-minute period or pass onto a higher-tier team at the Service Desk.
• Respond to customer questions and troubleshooting technical issues related to hardware, software, and network problems.
• Perform system administration duties, including (looking users up in Active Directory
• Diagnose and resolve issues: Ask questions, use problem-solving skills, and document all work details in the tickets to help find the root cause of problems for the higher tiers.
• Handle support requests: Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system.
• Escalate complex problems: Report significant or recurring issues to higher-level support teams (Tier 2 or Team Lead).
• Communicate with users: Walk customers using our products or systems and provide follow-up communication to ensure resolution.

Benefits

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment
• Available to full-time employees

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees