GovCIO is hiring: Junior User Support Specialist in Saint Louis
GovCIO, Saint Louis, MO, United States
Overview GovCIO is currently hiring for a Triage Analyst to support our client’s contract needs. This position is located in St. Louis, MO and will be a hybrid remote position.
Responsibilities Triage tickets, answer phone calls, and create tickets for customers’ issues. Help resolve what you can within a 15‑minute period or pass 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 in Active Directory.
Ask questions, use problem‑solving skills, and document all work details in the tickets to help find the root cause for higher tiers.
Serve as the primary contact for users, documenting and logging all calls and issues in the trouble ticketing system.
Report significant or recurring issues to higher‑level support teams (Tier 2 or Team Lead).
Walk customers through using our products or systems and provide follow‑up communication to ensure resolution.
Qualifications High School diploma with 0–3 years of experience.
Technical Knowledge Proficiency in Windows operating systems.
Knowledge of Microsoft applications such as Outlook, Teams, and OneDrive.
Knowledge of troubleshooting Adobe issues.
Knowledge of Microsoft Application Suite.
Knowledge of EDMS, Active Directory, and SharePoint.
Problem‑Solving Ability to diagnose and resolve Tier 0/1 issues efficiently.
Ability to follow previously defined troubleshooting processes.
Communication Excellent verbal and written communication skills to explain technical issues clearly to non‑technical users.
Customer Service Patience and empathy to provide top‑notch service and ensure customer satisfaction.
Time Management Ability to prioritize tasks and handle multiple tickets simultaneously to meet SLAs.
Ability to work independently and as part of a team.
Certifications Must have Comptia A+ or Network+, or equivalent.
Clearance Required An active Secret clearance is required.
Preferred Skills And Experience Experience with SNOW and ticketing software is preferred.
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 During the Interview Process Virtual video interview conducted via video with the hiring manager and/or team.
Camera must be on.
A valid photo ID must be presented during each interview.
During the Hiring Process Enhanced Biometrics ID verification 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 Benefits Employee Assistance Program (EAP).
Corporate Discounts.
Learning & Development platform, including certification preparation content.
Training, Education and Certification Assistance.
Referral Bonus Program.
Internal Mobility Program.
Pet Insurance.
Flexible Work Environment.
Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
Posted Pay Range The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment; however, base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at‑will” position and GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.
Posted Salary Range: USD $17.36 – $28.85 /Hr.
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Responsibilities Triage tickets, answer phone calls, and create tickets for customers’ issues. Help resolve what you can within a 15‑minute period or pass 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 in Active Directory.
Ask questions, use problem‑solving skills, and document all work details in the tickets to help find the root cause for higher tiers.
Serve as the primary contact for users, documenting and logging all calls and issues in the trouble ticketing system.
Report significant or recurring issues to higher‑level support teams (Tier 2 or Team Lead).
Walk customers through using our products or systems and provide follow‑up communication to ensure resolution.
Qualifications High School diploma with 0–3 years of experience.
Technical Knowledge Proficiency in Windows operating systems.
Knowledge of Microsoft applications such as Outlook, Teams, and OneDrive.
Knowledge of troubleshooting Adobe issues.
Knowledge of Microsoft Application Suite.
Knowledge of EDMS, Active Directory, and SharePoint.
Problem‑Solving Ability to diagnose and resolve Tier 0/1 issues efficiently.
Ability to follow previously defined troubleshooting processes.
Communication Excellent verbal and written communication skills to explain technical issues clearly to non‑technical users.
Customer Service Patience and empathy to provide top‑notch service and ensure customer satisfaction.
Time Management Ability to prioritize tasks and handle multiple tickets simultaneously to meet SLAs.
Ability to work independently and as part of a team.
Certifications Must have Comptia A+ or Network+, or equivalent.
Clearance Required An active Secret clearance is required.
Preferred Skills And Experience Experience with SNOW and ticketing software is preferred.
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 During the Interview Process Virtual video interview conducted via video with the hiring manager and/or team.
Camera must be on.
A valid photo ID must be presented during each interview.
During the Hiring Process Enhanced Biometrics ID verification 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 Benefits Employee Assistance Program (EAP).
Corporate Discounts.
Learning & Development platform, including certification preparation content.
Training, Education and Certification Assistance.
Referral Bonus Program.
Internal Mobility Program.
Pet Insurance.
Flexible Work Environment.
Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
Posted Pay Range The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment; however, base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at‑will” position and GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.
Posted Salary Range: USD $17.36 – $28.85 /Hr.
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