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.
Posted Salary Range: USD $17.36 - USD $28.85 /Hr.
hackajob is partnering with Govcio LLC to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.
