Junior User Support Specialist (Remote Services)

Responsibilities

• Respond to customer questions and troubleshoot technical issues related to hardware, software, and network problems.
• Ask questions, run diagnostics, and use problem-solving skills to find the root cause of problems and implement solutions.
• Serve as the primary contact for users, documenting and logging all calls and issues in the ticketing system.
• Report significant or recurring issues to higher-level support teams (Tier 2 or higher).
• Install and configure software, and document internal procedures and FAQs.
• Walk users through the use of products or systems, and provide follow-up communication to ensure resolution.

Qualifications

• High School with 0 - 3 years (or commensurate experience)
• Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).
• Proficiency in Windows operating systems and familiarity with mobile devices including iPhones and iPads.
• Ability to diagnose and resolve technical problems efficiently.
• Excellent verbal and written communication skills to explain complex technical issues clearly to non-technical users.
• Strong customer service skills with the patience and empathy to provide top-notch service and ensure user satisfaction.
• Able to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs).
• Able to work independently and as part of a virtual, remote team environment.

Preferred Skills And Experience

• Experience supporting DoD or U.S. Coast Guard enterprise service desk environments.
• Experience with ServiceNow (SNOW) or equivalent enterprise ticketing software.
• Knowledge of Intune, Purebred, VPN client software, and Remote Desktop connections.
• Knowledge of Azure Active Directory, Active Directory Users and Computers (ADUC), MECM (SCCM), and EDM.

Benefits

Commensurate with experience.

Pay

USD $17.36 - USD $28.84 /Hr.

Schedule

Hybrid.