System Administrator/Software Analyst

OneZero Solutions•St. Louis, MO

3d•Hybrid

About The Position

We are looking for a System Administrator/Software Analyst to support our US Coast Guard IPSS contract needs. This position is located in St. Louis, MO and will be a hybrid remote position.

Requirements

IAT-lvl 1 Required
Bachelor's with 5-8 years (or commensurate experience)
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.

Nice To Haves

Experience with SNOW and ticketing software is preferred.

Responsibilities

Provide technical support: Respond to customer questions and troubleshoot technical issues related to hardware, software, and network problems.
Diagnose and resolve issues: Ask questions, run diagnostics, and use problem-solving skills to find the root cause of problems and implement solutions.
Handle support requests: Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system.
Escalate complex problems: Report significant or recurring issues to higher-level support teams (Tier 3 or higher).
Maintain systems and documentation: Install and configure software, document internal procedures and FAQs.
Communicate with users: Walk users through the use of our products or systems, and provide follow-up communication to ensure resolution.