SCA Junior User Support Specialist

GovCIO is currently hiring for a Triage Analyst to support our client’s contract needs. This position involves providing technical support, diagnosing and resolving issues, and handling support requests while ensuring customer satisfaction.

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 troubleshooting technical issues related to hardware, software, and network problems
• Perform system administration duties, including (looking users up in Active Directory
• 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
• Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system
• Report significant or recurring issues to higher-level support teams (Tier 2 or Team Lead)
• Walk customers using our products or systems and provide follow-up communication to ensure resolution

Skills

• High School diploma with 0-3 yrs experience
• 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
• Ability to diagnose and resolve Tier 0/1 issues efficiently
• Ability to follow previously defined troubleshooting processes
• Excellent verbal and written communication skills to explain technical issues clearly to non-technical users
• Patience and empathy to provide top-notch service and ensure customer 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 team
• Must have Comptia A+ or Network+, or equivalent
• An active Secret clearance is required
• Experience with SNOW and ticketing software is preferred

Benefits

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

Company Overview