Junior User Support Specialist (Triage Analyst) (Government IT)

TL;DR

Junior User Support Specialist (Triage Analyst) (Government IT): Providing initial technical support, ticket classification, and basic troubleshooting for a US Coast Guard program with an accent on rapid ticket routing and first-contact resolution. Focus on diagnosing Tier 0/1 hardware and software issues, Active Directory administration, and maintaining strict SLAs.

Location: Hybrid in St. Louis, MO. Must hold an active Secret Clearance.

Salary: $17 - $29 Hourly

Company

hirify.global is a government IT transformation company delivering innovative services and solutions to improve how government agencies operate and serve citizens.

What you will do

• Triage incoming tickets and phone calls, ensuring rapid classification and efficient routing to the correct teams.
• Resolve Tier 0/1 technical issues within a 15-minute window or escalate them to the Service Desk.
• Troubleshoot hardware, software, and network problems for end-users.
• Perform system administration duties, including managing user accounts and details in Active Directory.
• Document all work details and root cause analysis in the trouble ticketing system to assist higher-tier teams.
• Guide customers through system usage and provide follow-up communication to ensure resolution.

Requirements

• High School diploma with 0-3 years of experience.
• Active Secret Clearance required.
• Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).
• Proficiency in Windows operating systems and knowledge of Active Directory.
• Knowledge of Microsoft Office Suite (Outlook, TEAMS, OneDrive).
• Ability to resolve technical issues efficiently while meeting strict service level agreements (SLAs).

Nice to have

• Experience supporting DoD or U.S. Coast Guard enterprise service desk environments.
• Experience with ServiceNow (SNOW) or equivalent enterprise ticketing software.
• Experience working in a fast-paced call center or technical help desk environment.

Culture & Benefits

• Flexible work environment with a hybrid schedule.
• Learning and Development platform including certification preparation content.
• Training, Education, and Certification Assistance for full-time employees.
• Employee Assistance Program (EAP) and corporate discounts.
• Additional perks including a referral bonus program, internal mobility, and pet insurance.

Hiring process

• Virtual video interview with the hiring manager (camera and photo ID required).
• Enhanced Biometrics ID verification screening.
• Comprehensive background check covering criminal history and employment/education verification.