Junior User Support Specialist (Triage Analyst)
GovCIO is currently hiring for a Junior User Support Specialist (Triage Analyst) to support our client’s contract needs for a mission critical U.S. Coast Guard (USCG) program. The role involves being the initial point of contact for technical support, responsible for ticket classification, troubleshooting, and customer service.
Responsibilities
- Triage incoming tickets, answer phone calls, and create tickets for customers' technical issues
- Resolve technical issues within a 15-minute window or pass them onto a higher-tier team at the Service Desk
- Respond to customer questions and troubleshoot technical issues related to hardware, software, and network problems
- Perform system administration duties, including looking up users and account details in Active Directory
- Ask questions, use problem-solving skills, and fully document all work details in tickets to assist higher tiers with root cause analysis
- Serve as the primary contact for users, documenting and logging all calls and issues accurately in the trouble ticketing system
- Report significant or recurring issues to higher-level support teams, Tier 2, or the Team Lead
- Walk customers through the use of products or systems and provide follow-up communication to ensure resolution
Skills
- High School diploma with 0-3 yrs experience
- Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP)
- Proficiency in Windows operating systems and knowledge of Active Directory
- Knowledge of Microsoft software applications including Outlook, TEAMS, OneDrive, and the broader Microsoft Office Suite
- Knowledge of troubleshooting Adobe software issues
- Foundational knowledge of EDMS and SharePoint
- Ability to diagnose and resolve Tier 0/1 issues efficiently
- Ability to follow previously defined troubleshooting processes and technical scripts
- Excellent verbal and written communication skills to explain technical issues clearly to non-technical users
- Strong customer service skills with the patience and empathy to provide top-notch service and ensure user satisfaction
- Ability to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs)
- Ability to work independently and collaboratively as part of a team
- Active Secret Clearance
- Experience supporting DoD or U.S. Coast Guard enterprise service desk environments
- Experience with ServiceNow (SNOW) or equivalent enterprise trouble ticketing software
- Experience working in a fast-paced call center or technical help desk environment
Company Overview