Remote IT Service Desk Agent TSA Clearance

GovCIO; Olympia (WA); Remote; USD 36,000 - 52,000; Full time

Benefits offered by this job

EAP

Corporate discounts

Learning platform

Training assistance

Referral bonus

Internal mobility

Pet insurance

Flexible work environment

Job summary

GovCIO is seeking a Service Desk professional to support the TSA Focus contract. The role is fully remote within the United States.

The candidate will handle first-contact IT service management activities, log and route incidents, and provide basic troubleshooting with escalation as needed. Qualified candidates will have a high school diploma with 3 years in IT service desk support; strong communication skills and familiarity with KBAs are essential.

Qualifications

• 3 years IT service desk experience as initial contact for IT service management activities.
• Experience logging, classifying and routing incidents and service requests per KBAs.
• Experience basic troubleshooting using KBAs; assist users with PIV; escalate complex issues appropriately.
• Familiar with lifecycle management of call records, incidents and service requests during major incidents.
• Strong interpersonal and communication skills for end-user interaction and coordination with IT teams.

Responsibilities

• Uses foundational IT service desk skills as the initial contact for IT service management activities.
• Logs, classifies, and routes incidents and service requests via phone, chat, and email following KBAs.
• Provides basic troubleshooting based on KBAs and assists with PIV access resolution; escalates complex issues to higher tiers.

Skills

IT service desk

Incident logging

PIV access

Escalation to Tier 2

Job description

GovCIO is seeking a Service Desk professional to support the TSA Focus contract. The role is fully remote within the United States.

The candidate will handle first-contact IT service management activities, log and route incidents, and provide basic troubleshooting with escalation as needed. Qualified candidates will have a high school diploma with 3 years in IT service desk support; strong communication skills and familiarity with KBAs are essential.