Journeyman User Support Specialist; Priority Team - Shift

Position: Journeyman User Support Specialist (Priority Team - Shift 2)
Overview:
GovCIO is currently hiring for a  Journeyman User Support Specialist  for the Service Desk (SD) Priority Team to provide high-priority technical systems infrastructure support, identity management administration, and advanced incident engineering for a mission-critical U.S. Coast Guard program (USCG). This position will be located in St. Louis, MO, will operate as a hybrid position, and requires working  Sunday through Thursday from 2:00 PM to 10:30 PM (2nd Shift)  .
Responsibilities:
The Journeyman User Support Specialist for the Priority Team will serve as the primary technical owner for high-priority user administration, critical account infrastructure, and escalated network troubleshooting. This position requires advanced technical problem-solving, rapid systems incident response, and the engineering capability to resolve VIP and high-priority infrastructure access constraints within strict Service Level Agreements (SLAs).

Key responsibilities include:

Engineers infrastructure access solutions  and resolves complex workstation network topology and configuration problems for priority personnel.
Performs root-cause analysis  using advanced diagnostic systems and script execution to implement immediate, permanent remediation.
Directs technical incident life cycles  for VIP users, documenting engineering work logs and configuration changes within enterprise ITSM systems.
Analyzes systemic and architectural system anomalies , formulating comprehensive technical reports to coordinate cross-functional resolution with Tier 2 and Tier 3 engineering teams.
Administers enterprise software deployments  while authoring internal technical engineering procedures, systems documentation, and administrative FAQs.

Qualifications:

High School with 3 - 5 years (or commensurate experience)

Required Skills and Experience
Certification:
Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).
Advanced proficiency in Windows operating systems with active administration knowledge of Active Directory and Azure environments.
Operational knowledge of Exchange Admin Center, user account provisioning, distribution groups, and shared mailbox infrastructure control.
Functional knowledge of EDMS, SharePoint administration, Remote Desktop Server environments, and granular File Sharing Permissions.
Proven capability to execute advanced technical scripts and optimize predefined diagnostic workflows under pressure.
Demonstrated skill in isolating and engineering fixes for critical enterprise system issues under high-stakes conditions.
Exceptional verbal and written technical communication skills to translate complex architectural issues to VIP and non-technical operators.
Elite time management and workload prioritization skills to manage parallel high-priority incidents while consistently satisfying strict enterprise SLAs.
Proven ability to operate independently and collaboratively within a dedicated mission-critical priority team environment .

Clearance Required:

Active Secret Clearance .

Preferred Skills and Experience
Experience supporting DoD or U.S. Coast Guard enterprise service desk environments.

Experience with Service Now (SNOW) or equivalent enterprise ticketing software.
Familiarity with ITIL service management frameworks and best practices.
Posted Salary Range: USD $21.27 - USD $34.61 /Hr.