Junior User Support Specialist (Remote Services) - GovCIO
Govcio • United States
No Relocation
Posted: May 29, 2026
Additional Content
The Junior User Support Specialist will serve as a remote point of contact for technical support, mobile equipment administration, and remote connectivity troubleshooting. The role requires foundational technical problem-solving skills, excellent customer service, and the ability to resolve hardware, software, and network issues efficiently within established Service Level Agreements (SLAs) in a virtual team environment. Key responsibilities include:
- Respond to customer questions and troubleshoot technical issues related to hardware, software, and network problems.
- Ask questions, run diagnostics, and use problem-solving skills to find the root cause of problems and implement solutions.
- Serve as the primary contact for users, documenting and logging all calls and issues in the ticketing system.
- Report significant or recurring issues to higher-level support teams (Tier 2 or higher).
- Install and configure software, and document internal procedures and FAQs.
- Walk users through the use of products or systems, and provide follow-up communication to ensure resolution.
Required Skills and Experience
- Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).
- Proficiency in Windows operating systems and familiarity with mobile devices including iPhones and iPads.
- Ability to diagnose and resolve technical problems efficiently.
- Excellent verbal and written communication skills to explain complex technical issues clearly to non-technical users.
- Strong customer service skills with the 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 virtual, remote team environment.
Preferred Skills and Experience
- 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, Active Directory Users and Computers (ADUC), MECM (SCCM), and EDM.
If you are selected to move forward through the process, here’s what you can expect:
- During the Interview Process
- Virtual video interview conducted via video with the hiring manager and/or team Camera must be on A valid photo ID must be presented during each interview
During the Interview Process
- Virtual video interview conducted via video with the hiring manager and/or team
- Camera must be on
- A valid photo ID must be presented during each interview
During the Interview Process Virtual video interview conducted via video with the hiring manager and/or team Camera must be on A valid photo ID must be presented during each interview
- During the Hiring Process
- Enhanced Biometrics ID verification screening Background check, to include: Criminal history (past 7 years) Verification of your highest level of education Verification of your employment history (past 7 years), based on information provided in your application
During the Hiring Process
- Enhanced Biometrics ID verification screening
- Background check, to include:
- Criminal history (past 7 years) Verification of your highest level of education Verification of your employment history (past 7 years), based on information provided in your application
Background check, to include:
- Criminal history (past 7 years)
- Verification of your highest level of education
- Verification of your employment history (past 7 years), based on information provided in your application
At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:
- Employee Assistance Program (EAP)
- Corporate Discounts
- Learning & Development platform, to include certification preparation content
- Training, Education and Certification Assistance*
- Referral Bonus Program
- Internal Mobility Program
- Pet Insurance
- Flexible Work Environment