Service Desk Agent

United States

Suitability/Public Trust

Fully remote

Information Technology

** Overview*
* GovCIO is currently hiring for a  
** Service Desk
** to support our newly awarded  TSA Focus contract. This position will be located in United States and will be fully remote.

** Responsibilities*
* + Uses foundational IT service desk skills, serving as the initial point of contact for all IT service management activities

+ Logs, classifies, and routes incidents and service requests received via phone, chat, and email, ensuring accurate and prompt documentation following Knowledge Base Articles (KBAs)

+ Provides basic troubleshooting based on KBAs, assist users with PIV access resolution, and appropriately escalate complex issues to higher tiers or specialized teams

+ Provides lifecycle management of call records, incidents, and service requests, ensuring proper categorization and marking of related records during major incidents

+ Determines VIP caller criteria and updates tickets accordingly

+ Uses foundational technical skills in basic hardware and software troubleshooting, Microsoft Windows and Apple operating system fundamentals, and essential networking concepts, further complemented by an understanding of IT service management best practices

** Qualifications*
* High school diploma with 3 years of relevant experience.

Required Skills and Experience

+ 3 years experience in IT service desk support, serving as the initial point of contact for all IT service management activities

+ Demonstrates proficiency in logging, classifying, and routing incidents and service requests received via phone, chat, and email, ensuring accurate and prompt documentation following Knowledge Base Articles (KBAs)

+ Has experience in basic troubleshooting based on KBAs, assist users with PIV access resolution, and appropriately escalate complex issues to higher tiers or specialized teams

+ Understands the lifecycle management of call records, incidents, and service requests, ensuring proper categorization and marking of related records during major incidents

+ Demonstrates foundational technical skills in basic hardware and software troubleshooting, Microsoft Windows and Apple operating system fundamentals, and essential networking concepts, further complemented by an understanding of IT service management best practices

+ Possesses strong interpersonal and communication skills, enabling effective interaction with end-users and facilitating smooth coordination with other IT support teams

Clearance Required:

US citizenship is required to attain and maintain a DHS/TSA clearance

** Posted Salary Range*
* USD $30.95 - USD $30.95 /Hr.

** Company Overview*
* GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

** What You Can Expect*
* ** Interview & Hiring Process*
* 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  be presented during each interview

+ During the Hiring Process

+ Enhanced Biometrics  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…