Systems Administrator - Tier 2

GovCIO is currently hiring for System Administrator/Software Analyst to support our US Coast Guard IPSS contract needs. This position is located in St. Louis, MO and will be a hybrid remote position.

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. 

Bachelor's with 5-8 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 EDMS and Active Directory.
• Knowledge of SharePoint.
• Ability to diagnose and resolve technical problems efficiently. 
• Ability to follow previously defined troubleshooting processes
• Excellent verbal and written communication skills to explain complex technical issues clearly to non-technical users. 
• Patience and empathy to provide 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 as part of a team.

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

Preferred Skills and Experience

• Experience with SNOW and ticketing software is preferred.