Senior User Support Specialist (User Admin)

Govcio LLC • St. Louis, MO

3d • Hybrid

About The Position

GovCIO is currently hiring for a Senior User Support Specialist for the Service Desk (SD) User Administration Team to provide essential identity management, access control, and technical support 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.

Requirements

• High School with 6 - 9 years (or commensurate experience)
• Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).
• Deep proficiency in Windows operating systems and advanced administrative knowledge of Active Directory and Azure.
• Expert knowledge of Exchange Admin Center, enterprise user accounts, distribution groups, and shared mailbox infrastructure.
• Comprehensive knowledge of EDMS, SharePoint, Remote Desktop Server, and enterprise File Sharing Permissions.
• Ability to write, modify, and safely run technical scripts (e.g., PowerShell) to automate user administration processes.
• Proven ability to diagnose and resolve complex technical problems efficiently and handle tier-escalated tickets.
• Superb verbal and written communication skills to articulate advanced technical workflows to non-technical users and leadership.
• Outstanding customer service and leadership skills to maintain team morale and ensure user satisfaction.
• Masterful time management skills to handle complex tasks, delegate when appropriate, and manage high-volume queues to meet SLAs.
• Ability to work independently, lead technical initiatives, and drive performance within a team environment.
• Active Secret Clearance

Nice To Haves

• Experience leading or mentoring teams within DoD or U.S. Coast Guard enterprise service desk environments.
• Advanced experience with ServiceNow (SNOW) or equivalent enterprise ticketing software, including queue management.
• Strong familiarity with ITIL service management frameworks, continuous service improvement, and SLA reporting.

Responsibilities

• Serve as an advanced technical escalation point and team lead for user administration, account management, and complex workstation network troubleshooting.
• Respond to escalated customer questions and troubleshoot complex user administration and workstation network problems.
• Run advanced diagnostics and use expert problem-solving skills to find root causes and implement definitive solutions.
• Serve as an escalation contact for users and junior staff, ensuring all metrics and calls are accurately documented and logged in the ticketing system.
• Identify and escalate complex or systemic issues from a TIER 2 level to a TIER 3 level.
• Install, configure, and maintain critical software tools while authoring standard operating procedures, internal technical guides, and FAQs.
• Walk users through systems, mentor junior team members, and provide comprehensive follow-up communication to ensure complete resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED