Job Description

Overview
GovCIO is seeking a Computer User Support Specialist (Shift 1) to provide technical support and troubleshooting for hardware, software, and network issues within the U.S. Coast Guard environment. This hybrid role, based in St. Louis, MO, focuses on delivering exceptional customer service, resolving technical problems efficiently, and maintaining system documentation to ensure smooth operations.
Responsibilities

• Provide technical support: Respond to customer inquiries and troubleshoot issues related to hardware, software, and network connectivity.
• Diagnose and resolve issues: Use problem-solving skills to identify root causes, run diagnostics, and implement effective solutions.
• Handle support requests: Serve as the primary point of contact for users; document and log all calls and issues in the trouble ticketing system.
• Escalate complex problems: Report significant or recurring issues to Tier 2 or higher-level support teams.
• Maintain systems and documentation: Install and configure software; create and update internal procedures and FAQs.
• Communicate with users: Guide users through system usage and provide follow-up communication to ensure resolution.

Qualifications
Bachelor's with 2-5 years (or commensurate experience)
Required Skills and Experience

• 2+ years of experience in IT support or help desk environment.
• Current DoD 8570 IAT Level I certification (e.g., A+, Network+, SSCP)
• Knowledge of Microsoft applications (Outlook, Teams, OneDrive, SharePoint).
• Familiarity with troubleshooting Adobe issues and Microsoft Office Suite.
• Understanding of Azure Active Directory, ADUC, and EDMS (preferred).
• Knowledge of VPN and Remote Desktop connections (preferred).
• Experience with file sharing permissions, running scripts, and managing user accounts, distribution groups, and shared mailboxes.
• Ability to diagnose and resolve technical problems efficiently using defined troubleshooting processes.
• Strong verbal and written communication skills to explain technical issues clearly to non-technical users.
• Patience and empathy to deliver high-quality support and ensure user satisfaction.
• Ability to prioritize tasks, manage multiple tickets, and meet SLAs independently or as part of a team.
• Experience with ServiceNow (SNOW) or similar ticketing systems (preferred).

Clearance Required: Must be clearable up to an active Secret clearance
Preferred Skills and Experience

• U.S. Coast Guard or federal agency experience highly preferred.
• Familiarity with ITIL processes and service management best practices.
• Knowledge of data lifecycle management and best practices for enterprise collaboration tools.

#USCG
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
If you are selected to move forward through the process, here's what you can expect:

• 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
At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• 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

*Available to full-time employees
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 the 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 $46,770.00 - USD $60,000.00 /Yr.

Skills Required