Remote IT Service Desk Agent

GovCIO; Columbus (OH); Remote; USD 37,000 - 51,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a Service Desk professional to support the TSA Focus contract. This remote, US-based role acts as the first contact for IT service management, handling incidents and service requests via phone, chat, and email.

Candidates should have a high school diploma with 3 years of IT service desk experience and be proficient with Windows, macOS, basic hardware/software troubleshooting, PIV access, and ITSM concepts. US citizenship required for DHS/TSA clearance.

Qualifications

• High school diploma with 3 years of relevant IT service desk experience.
• Experience logging, classifying, and routing incidents via phone, chat, and email.
• Basic troubleshooting using KBAs; assist users with PIV access and escalate as needed.
• Lifecycle management of call records, incidents, and service requests.
• Foundational skills in Windows, macOS, hardware/software troubleshooting, and ITSM basics.
• Strong interpersonal and communication skills to interact with end-users.

Responsibilities

• Serve as the initial point of contact for IT service management activities.
• Log, classify, and route incidents and service requests with accuracy.
• Provide basic troubleshooting per KBAs and assist with PIV access; escalate complex issues.
• Manage lifecycle of call records, incidents, and service requests during major incidents.
• Apply foundational technical skills in hardware/software, Windows and macOS, and networking; follow ITSM practices.
• Collaborate with end-users and other IT support teams to ensure smooth resolution.

Skills

IT service desk experience

KBAs documentation

PIV access troubleshooting

Hardware & software troubleshooting

Windows & macOS fundamentals

Networking concepts

ITSM best practices

Interpersonal communication

Education

High school diploma

Job description

GovCIO is hiring a Service Desk professional to support the TSA Focus contract. This remote, US-based role acts as the first contact for IT service management, handling incidents and service requests via phone, chat, and email.

Candidates should have a high school diploma with 3 years of IT service desk experience and be proficient with Windows, macOS, basic hardware/software troubleshooting, PIV access, and ITSM concepts. US citizenship required for DHS/TSA clearance.