Junior User Support Specialist (Electronics)

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.
• Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).

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 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.