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

TL;DR

Junior User Support Specialist (Triage Analyst) (IT Support): Serving as the first point of contact for technical support for a U.S. Coast Guard program with an accent on rapid ticket classification and initial troubleshooting. Focus on resolving Tier 0/1 issues within strict timelines and documenting technical issues for higher-tier support teams.

Location: Hybrid in St. Louis, MO. Active Secret Clearance required.

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 routing.
• Resolve Tier 0/1 technical issues within a 15-minute window or escalate to higher-tier teams.
• Troubleshoot hardware, software, and network problems for users.
• Perform system administration tasks, including managing users and accounts in Active Directory.
• Document all work details in the ticketing system to assist with root cause analysis.
• Guide users through system functionality and provide follow-up communication to ensure resolution.

Requirements

• High School diploma and 0-3 years of relevant experience.
• Active Secret Clearance.
• Current DoD 8570 IAT Level I certification (e.g., A+, Network+, CCNA-Security, SSCP).
• Proficiency in Windows OS, Active Directory, and Microsoft Office Suite (Outlook, Teams, OneDrive).
• Ability to handle multiple tickets simultaneously to meet service level agreements (SLAs).
• Strong verbal and written communication skills to explain technical issues to non-technical users.

Nice to have

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

Culture & Benefits

• Flexible work environment with a hybrid schedule.
• Learning & Development platform including certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Internal mobility program and referral bonus program.
• Employee Assistance Program (EAP), corporate discounts, 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 including criminal history, education, and employment verification.