Junior User Support Specialist
US-MO-St. Louis
Careers (External)
Req #: 7898
Type: Full-Time SCA
|
|
||||||||||
|
|||||||||||
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: Provide technical support: * 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 troubleshooting technical issues related to hardware, software, and network problems. * Perform system administration duties, including (looking users up in Active Directory Diagnose and resolve issues: * Ask questions, use problem-solving skills, and document all work details in the tickets to help find the root cause of problems for the higher tiers. Handle support requests: * Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system. Escalate complex problems: * Report significant or recurring issues to higher-level support teams (Tier 2 or Team Lead). Communicate with users: * Walk customers using our products or systems and provide follow-up communication to ensure resolution. Qualifications: * High School diploma with 0-3 yrs experience Required Skills and Experience Technical Knowledge: * Proficiency in operating systems (Windows). * Knowledge of Microsoft software applications such as Outlook, TEAMS, and OneDrive. * Knowledge of troubleshooting Adobe issues. * Knowledge of Microsoft Application Suite. * Knowledge of EDMS and Active Directory. Knowledge of 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 service level agreements (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 Familiarity with tools: * Experience with SNOW and ticketing software is preferred.
Share this job:
