Shift 2 Tier 2 Support

Shift 2 Tier 2 Support

GovCIO is currently hiring a Shift 2 Tier 2 Support for our program with the US Coast Guard. This position will be located in St. Louis, MO and will be a hybrid remote position.

Responsibilities

Provide technical support: Respond to customer questions and troubleshoot technical issues related to hardware, software, and network problems.

Diagnose and resolve issues: Ask questions, run diagnostics, and use problem-solving skills to find the root cause of problems and implement solutions.

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 3 or higher).

Maintain systems and documentation: Install and configure software, document internal procedures and FAQs.

Communicate with users: Walk users through the use of our products or systems, and provide follow-up communication to ensure resolution.

Qualifications

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

• 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 Sharepoint.
• Knowledge of VPN and Remote Desktop connection is preferred.
• Knowledge of File Sharing Permissions and running scripts.
• Knowledge of User Accounts, Distribution Groups and Shared Mailbox Creation.

Problem-Solving: Ability to diagnose and resolve technical problems efficiently. Ability to follow previously defined troubleshooting processes.

Communication: Excellent verbal and written communication skills to explain complex technical issues clearly to non-technical users.

Customer Service: Patience and empathy to provide top-notch service and ensure user 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.

Familiarity with tools: Experience with SNOW and ticketing software is preferred.

Clearance Required: US Citizenship is required to obtain and maintain Public Trust or Secret Clearance.

Preferred Skills and Experience:

• Experience with SNOW and ticketing software is preferred.
• Knowledge of Azure Active Directory, ADUC, and EDMS is preferred.
• Knowledge of VPN and Remote Desktop connection is preferred.

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: USD $50,000.00 - USD $60,000.00 /Yr.

Location: US-Remote

ID: 2025-7100

Category: Information Technology

Position Type: Full-Time