GDH · 12 hours ago
User Support Specialist
St Louis, MO
Full-time
Onsite
Entry, Mid Level
$20/hr - $25/hr
2+ years expGDH is seeking a dedicated and detail-oriented User Support Specialist to join their technical support team. In this role, you will provide first-level technical support and ensure users receive effective assistance with hardware, software, and network connectivity issues.
ConsultingEmploymentStaffing Agency
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide first-level technical support by responding promptly to customer inquiries via phone, email, or chat, and troubleshooting issues related to hardware, software, and network connectivity
Diagnose and resolve technical problems using established troubleshooting procedures, identifying root causes and implementing effective solutions
Serve as the primary point of contact for users, accurately documenting and logging all support requests and issues in the trouble ticketing system
Escalate complex or recurring issues to Tier 2 or higher support teams, ensuring timely resolution
Install, configure, and maintain end-user software and hardware components, including routine system updates
Develop and update internal documentation such as procedures, FAQs, and user guides to promote ongoing efficiency
Clearly communicate technical information to users in a friendly and professional manner, guiding them through system features and resolving their concerns
Follow up with users post-resolution to ensure satisfaction and proper system use
Qualification
Required
Bachelor's degree or equivalent experience with 2+ years in an IT support or help desk environment
Must be legally authorized to work in the United States without employer sponsorship, now or in the future
Current DoD 8570 IAT Level I certification (e.g., A+, Network+, SSCP)
Proficient in Microsoft Office applications (Outlook, Teams, OneDrive, SharePoint)
Knowledge of troubleshooting Adobe applications and Microsoft Office Suite
Experience managing user accounts, permissions, distribution groups, and shared mailboxes; running scripts
Strong problem-solving skills with the ability to follow structured troubleshooting processes efficiently
Excellent verbal and written communication skills, capable of explaining technical concepts to non-technical users
Patience, empathy, and a customer-focused attitude to deliver high-quality support
Ability to prioritize multiple tickets, manage time effectively, and meet service level agreements independently or as part of a team
Clearance: Must be clearable to an active Secret clearance
Preferred
Familiarity with Azure Active Directory, ADUC, and Electronic Document Management Systems
Understanding of VPN and Remote Desktop connections
Experience with ticketing systems such as ServiceNow (SNOW) or similar tools
Experience working with U.S. Coast Guard or other federal agencies
Familiarity with ITIL service management frameworks
Knowledge of data lifecycle management and best practices for enterprise collaboration tools
Company
GDH
GDH is consulting staffing firm that specializes in providing IT engineering-based candidates to commercial and government sectors.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Blaine Caples
Chief Revenue Officer (CRO)
Recent News
Bangkok Post
2025-10-22
2025-04-09
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