SCA Junior User Support Specialist

Job description

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. Qualificati...