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.ResponsibilitiesTriage 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 DeskRespond to customer questions and troubleshooting technical issues related to hardware, software, and network problemsPerform system administration duties, including (looking users up in Active DirectoryAsk questions, use problem-solving skills, and document all work details in the tickets to help find the root cause of problems for the higher tiersServe as the primary contact for users, documenting and logging all calls and issues in trouble ticketing systemReport 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 resolutionSkillsHigh School diploma with 0-3 yrs experienceProficiency in operating systems (Windows)Knowledge of Microsoft software applications such as Outlook, TEAMS, and OneDriveKnowledge of troubleshooting Adobe issuesKnowledge of Microsoft Application SuiteKnowledge of EDMS and Active DirectoryKnowledge of SharepointAbility to diagnose and resolve Tier 0/1 issues efficientlyAbility to follow previously defined troubleshooting processesExcellent verbal and written communication skills to explain technical issues clearly to non-technical usersPatience and empathy to provide top-notch service and ensure customer satisfactionAbility to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs)Ability to work independently and as part of a teamMust have Comptia A+ or Network+, or equivalentAn active Secret clearance is requiredExperience with SNOW and ticketing software is preferredBenefitsEmployee Assistance Program (EAP)Corporate DiscountsLearning & Development platform, to include certification preparation contentTraining, Education and Certification Assistance*Referral Bonus ProgramInternal Mobility ProgramPet InsuranceFlexible Work EnvironmentCompany OverviewGovCIO is a business consulting firm that focuses on cyber security, digital, data, management and mission services, and IT services. It was founded in 2010, and is headquartered in Fairfax, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://govcio.com.



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