Junior User Support Specialist; Electronics

Position: Junior User Support Specialist (Electronics)
St. Louis, Missouri

Secret

Hybrid schedule

Information Technology

** Overview*
* GovCIO is currently hiring for a  
** Junior User Support Specialist
** for the Service Desk (SD) Electronics Team to provide essential technical support, hardware/software troubleshooting, and mobile device management 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.

** Responsibilities*
* The Junior User Support Specialist will serve as a remote point of contact for technical support, mobile equipment administration, and remote connectivity troubleshooting. The role requires foundational technical problem-solving skills, excellent customer service, and the ability to resolve hardware, software, and network issues efficiently within established Service Level Agreements (SLAs) in a virtual team environment.

Key responsibilities include:

+ Respond to customer questions and troubleshoot technical issues related to Electronics.

+ Ask questions and use problem-solving skills to route the ticket to the correct group within a large organization.

+ Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system.

Open tech request site visits tickets.

+ Report significant or recurring issues to higher-level support teams (Tier 2 or higher).

+ Install and configure software, and document internal procedures and FAQs.

+ Walk users through the use of our products or systems and provide follow-up communication to ensure resolution.

+ Open tech request site visits tickets.

** Qualifications*
* High School with 0 - 3 years (or commensurate experience)

** Required Skills and Experience*
* + Proficiency in Windows operating systems and familiarity with mobile devices including iPhones and iPads.

+ Excellent verbal and written communication skills.

+ Patience and empathy to provide top-notch service and ensure user satisfaction.

+ Ability to prioritize tasks and handle multiple tickets simultaneously.

+ Ability to work independently and as part of a team.

Clearance Required:

Active Secret Clearance.

** Preferred Skills and Experience*
* + Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).

+ Experience supporting DoD or U.S. Coast Guard enterprise service desk environments.

+

Experience with Service Now (SNOW) or equivalent enterprise trouble ticketing software.

+ Experience working in a fast-paced call center or technical help desk environment.

** Posted Salary Range*
* USD $17.36 - USD $26.92 /Hr.

** Company Overview*
* GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

** What You Can Expect*
* ** Interview & Hiring Process*
* If you are selected to move forward through the process, here's what you can expect:

+ During the Interview Process

+ Virtual video interview conducted via video with the hiring manager and/or team

+ Camera must be on

+ A valid photo  be presented during each interview

+ During the Hiring Process

+ Enhanced Biometrics  screening

+ Background check, to include:

+ Criminal history (past 7 years)

+ Verification of your highest level of education

+ Verification of your employment history (past 7 years), based on information provided in your application

** Employee Perks*
* At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

+ Employee Assistance Program (EAP)

+ Corporate Discounts

+ Learning & Development platform, to include…