Senior User Support Specialist (User Admin)

GovCIO is currently hiring for a Senior User Support Specialist for the Service Desk (SD) User Administration Team to provide essential identity management, access control, and technical support for a mission critical U.S. Coast Guard (USCG) program. This position will be located in St. Louis, MO and will be a hybrid position.

Responsibilities

The Senior User Support Specialist will serve as an advanced technical escalation point and team lead for user administration, account management, and complex workstation network troubleshooting. The role requires expert technical problem-solving skills, exceptional customer service, and the ability to oversee the efficient processing of complex access requests while ensuring the team meets established Service Level Agreements (SLAs). Key responsibilities include:

• Respond to escalated customer questions and troubleshoot complex user administration and workstation network problems.
• Run advanced diagnostics and use expert problem-solving skills to find root causes and implement definitive solutions.
• Serve as an escalation contact for users and junior staff, ensuring all metrics and calls are accurately documented and logged in the ticketing system.
• Identify and escalate complex or systemic issues from a TIER 2 level to a TIER 3 level.
• Install, configure, and maintain critical software tools while authoring standard operating procedures, internal technical guides, and FAQs.
• Walk users through systems, mentor junior team members, and provide comprehensive follow-up communication to ensure complete resolution.

Qualifications

High School with 6 - 9 years (or commensurate experience)

Required Skills and Experience

• Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).
• Deep proficiency in Windows operating systems and advanced administrative knowledge of Active Directory and Azure.
• Expert knowledge of Exchange Admin Center, enterprise user accounts, distribution groups, and shared mailbox infrastructure.
• Comprehensive knowledge of EDMS, SharePoint, Remote Desktop Server, and enterprise File Sharing Permissions.
• Ability to write, modify, and safely run technical scripts (e.g., PowerShell) to automate user administration processes.
• Proven ability to diagnose and resolve complex technical problems efficiently and handle tier-escalated tickets.
• Superb verbal and written communication skills to articulate advanced technical workflows to non-technical users and leadership.
• Outstanding customer service and leadership skills to maintain team morale and ensure user satisfaction.
• Masterful time management skills to handle complex tasks, delegate when appropriate, and manage high-volume queues to meet SLAs.
• Ability to work independently, lead technical initiatives, and drive performance within a team environment.

Clearance Required: Active Secret Clearance

Preferred Skills and Experience

• Experience leading or mentoring teams within DoD or U.S. Coast Guard enterprise service desk environments.
• Advanced experience with ServiceNow (SNOW) or equivalent enterprise ticketing software, including queue management.
• Strong familiarity with ITIL service management frameworks, continuous service improvement, and SLA reporting.

Posted Salary Range

USD $62,000.00 - USD $82,000.00 /Yr.