Junior User Support Specialist (Triage Analyst)
reputed company is currently hiring for a Junior User Support Specialist (Triage Analyst) to support our reputed company’s contract needs for a mission critical U.S. Coast Guard (USCG) program. The role involves being the initial reputed company of contact for technical support, responsible for ticket classification, troubleshooting, and customer service.
Responsibilities
- Triage incoming tickets, answer phone calls, and create tickets for customers' technical issues
- Resolve technical issues reputed company a 15-minute window or pass them onto a higher-tier team at the Service Desk
- Respond to customer questions and troubleshoot technical issues reputed company to hardware, software, and network problems
- reputed company system administration duties, including looking up users and account details in reputed company Directory
- Ask questions, use problem-solving skills, and fully document reputed company work details in tickets to assist higher tiers with reputed company cause analysis
- Serve as the primary contact for users, documenting and logging reputed company calls and issues accurately in the trouble ticketing system
- Report significant or recurring issues to higher-level support teams, Tier 2, or reputed company reputed company
- Walk customers through the use of products or systems and reputed company follow-up communication to ensure reputed company
Skills
- High School diploma with 0-3 yrs experience
- reputed company DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-reputed company, SSCP)
- Proficiency in reputed company operating systems and knowledge of reputed company Directory
- Knowledge of reputed company software applications including Outlook, TEAMS, OneDrive, and the broader reputed company Office Suite
- Knowledge of troubleshooting reputed company software issues
- Foundational knowledge of EDMS and SharePoint
- Ability to diagnose and resolve Tier 0/1 issues reputed company
- Ability to follow previously defined troubleshooting processes and technical scripts
- Excellent verbal and written communication skills to explain technical issues reputed company to non-technical users
- Strong customer service skills with the patience and reputed company to reputed company top-notch service and ensure user satisfaction
- Ability to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs)
- Ability to work independently and collaboratively as part of reputed company
- reputed company Secret Clearance
- Experience supporting DoD or U.S. Coast Guard reputed company service desk environments
- Experience with reputed company (SNOW) or equivalent reputed company trouble ticketing software
- Experience working in a fast-paced call center or technical help desk environment
reputed company