Computer User Support Specialist; Shift

Computer User Support Specialist (Shift
2)

GovCIO is seeking a Computer User Support Specialist (Shift
2) 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.

• 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.

Bachelor's with 2‑5 years (or commensurate 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, One Drive, 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 Service Now (SNOW) or similar ticketing systems (preferred).

Clearance Required:

Must be clearable up to an active Secret clearance

• 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.

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. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

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  be presented during each interview.
• During the Hiring Process
  • Enhanced Biometrics  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 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.

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,…