Remote IT Service Desk Agent – PIV & VIP Support

GovCIO; Hartford (CT); Remote; USD 36,000 - 52,000; 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 for the TSA Focus contract. The role is fully remote within the United States. You will be the first point of contact for IT service management, document incidents per KBAs, and provide basic troubleshooting across Windows and macOS environments.

Requirements include a high school diploma with 3 years in IT service desk support, plus strong communication and teamwork skills. Clearance considerations apply for DHS/TSA.

Qualifications

• 3 years experience in IT service desk support.
• Proficient in logging, classifying and routing incidents per KBAs.
• Experience with PIV access resolution and escalation.
• Lifecycle management of incidents and call records during major incidents.
• Foundational hardware/software troubleshooting; Windows and macOS basics; networking concepts.
• Strong interpersonal and communication skills.

Responsibilities

• Serve as the initial point of contact for IT service management activities.
• Log, classify, and route incidents and service requests via phone, chat, and email per KBAs.
• Provide basic troubleshooting and assist with PIV access resolution; escalate as needed.
• Manage lifecycle of call records, incidents, and service requests during major incidents.
• Apply foundational IT skills and follow ITSM best practices; coordinate with support teams.

Skills

Service desk support

Incident logging

PIV access resolution

Escalation to higher tiers

Windows/macOS basics

IT service management

Interpersonal communication

Education

High school diploma

Job description

GovCIO is hiring a Service Desk professional for the TSA Focus contract. The role is fully remote within the United States. You will be the first point of contact for IT service management, document incidents per KBAs, and provide basic troubleshooting across Windows and macOS environments.

Requirements include a high school diploma with 3 years in IT service desk support, plus strong communication and teamwork skills. Clearance considerations apply for DHS/TSA.