Junior User Support Specialist (IT Support)

TL;DR

Junior User Support Specialist (IT Support): Providing remote technical support, hardware/software troubleshooting, and mobile device management for a US Coast Guard program with an accent on remote connectivity and service desk operations. Focus on resolving technical issues within SLAs, diagnosing root causes, and supporting mobile equipment in a virtual team environment.

Location: Hybrid (St. Louis, MO). Must have an active Secret Clearance

Salary: $17 - $29 Hourly

Company

hirify.global is a team of transformers passionate about delivering innovative IT services and solutions to improve how government agencies operate.

What you will do

• Act as the primary remote point of contact for technical support and mobile equipment administration.
• Troubleshoot and resolve hardware, software, and network issues for users efficiently.
• Perform diagnostics to identify root causes and implement effective solutions.
• Document and log all user interactions and tickets within the enterprise system.
• Install and configure software while maintaining internal procedure documentation and FAQs.
• Escalate significant or recurring issues to Tier 2 support teams.

Requirements

• Active Secret Clearance required.
• Current DoD 8570 IAT Level I certification (e.g., A+, Network+, CCNA-Security, or SSCP).
• Proficiency in Windows OS and familiarity with iPhones and iPads.
• Ability to diagnose technical problems efficiently.
• Strong communication skills for explaining technical issues to non-technical users.
• High school diploma or equivalent with 0-3 years of experience.

Nice to have

• 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, ADUC, MECM (SCCM), and EDM.

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.
• Internal mobility program and referral bonus program.
• Additional perks including Employee Assistance Program (EAP), corporate discounts, and pet insurance.

Hiring process

• Virtual video interview with the hiring manager/team (camera and photo ID required).
• Enhanced Biometrics ID verification screening.
• Background check including criminal history, education, and employment verification for the past 7 years.