System Administrator / Software Analyst

GovCIO is currently hiring for a highly skilled System Administrator / Software Analyst to support our US Coast Guard (USCG) IPSS contract needs. This position is located in St. Louis, MO and will be a hybrid position. This position focuses on providing technical support, diagnosing software and hardware issues, and maintaining system documentation to ensure operational readiness.

Responsibilities

The System Administrator/Software Analyst will handle the technical administration, user support, and troubleshooting of enterprise systems. Core 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 trouble ticketing system.

- Report significant or recurring issues to higher-level support teams (Tier 3 or higher).

- Install and configure software, document internal procedures and FAQs.

- Walk users through the use of our products or systems, and provide follow-up communication to ensure resolution.

Qualifications

High School with 3 - 6 years (or commensurate experience)

Required Skills and Experience

- Current DoD 8570 IAT Level I certification required.

- Proficiency in operating systems (Windows).

- Knowledge of Microsoft software applications such as Outlook, TEAMS, and OneDrive.

- Knowledge of troubleshooting Adobe issues.

- Knowledge of Microsoft Application Suite.

- Knowledge of EDMS and Active Directory.

- Knowledge of SharePoint.

- Ability to diagnose and resolve technical problems efficiently.

- Ability to follow previously defined troubleshooting processes.

- Excellent verbal and written communication skills to explain complex technical issues clearly to non-technical users.

- 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 team.

Clearance Required: Active Secret Clearance

Preferred Skills and Experience

- Experience supporting the U.S. Coast Guard (USCG) or similar Department of Homeland Security (DHS) software delivery environments.

- Experience with SNOW (ServiceNow) and ticketing software is preferred.