Service Desk Analyst

Overview

GovCIO is hiring a Service Desk Analyst to support customers at ARPA‑H.

• Provide program support as a Service Desk Technician supporting ARPA‑H.
• Deliver excellent customer service and quick resolution of technical issues for customers via chat, email, and deskside support.
• Support Tier 1 on‑site installation, implementation, maintenance, troubleshooting and repair of desktops, notebooks, printers, iPads, and associated peripherals.
• Troubleshoot and resolve issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies.
• Support Microsoft Office 365 and Active Directory products.
• Document and track customer incidents and requests via the ticketing management system by updating troubleshooting and resolution efforts and efficiently escalating tickets to appropriate teams when applicable.
• Isolate and resolve issues with individual workstations. Act as a resource to answer user questions about hardware and software issues.

• Bachelor's Degree or equivalent
• 2‑5 Years of Experience
• Ability to solve technical issues via telephone, email, and chat
• Ability to learn customer support processes and techniques
• Ability to work well with all teammates and multi‑task in a fast‑paced environment
• Outstanding analytical and problem‑solving skills, and excellent customer service
• Excellent interpersonal, written, and oral communication skills

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?

• 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 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
• Available to full‑time employees

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment; however, base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at‑will position” and GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range: USD $47,000.00 - USD $59,000.00 /Yr.

• Entry level

• Full‑time

• Information Technology

• IT System Data Services