Junior User Support Specialist (Remote Services)

Overview: GovCIO is currently hiring for a Junior User Support Specialist for the Service Desk (SD) Remote Services Admin (RSA) Team to provide essential remote 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 hardware, software, and network problems. Ask questions, run diagnostics, and use problem-solving skills to find the root cause of problems and implement solutions. Serve as the primary contact for users, documenting and logging all calls and issues in the ticketing system. 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 products or systems, and provide follow-up communication to ensure resolution. Qualifications: High School with 0 - 3 years (or commensurate experience) Required Skills and Experience Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP). Proficiency in Windows operating systems and familiarity with mobile devices including iPhones and iPads. Ability to diagnose and resolve technical problems efficiently. Excellent verbal and written communication skills to explain complex 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 as part of a virtual, remote 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 ServiceNow (SNOW) or equivalent enterprise ticketing software. Knowledge of Intune, Purebred, VPN client software, and Remote Desktop connections. Knowledge of Azure Active Directory, Active Directory Users and Computers (ADUC), MECM (SCCM), and EDM. Posted Salary Range: USD $17.36 - USD $28.84 /Hr. Apply To This Job