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

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