Remote IT Service Desk Agent – TSA-Clearance Eligible

GovCIO; Richmond (VA); 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 seeking a remote Service Desk specialist in the United States for a TSA Focus contract. This role acts as the first contact for IT service management, handling incidents via phone, chat and email, and providing basic troubleshooting guided by KBAs. A DHS/TSA clearance is required at some level.

The position emphasizes strong end-user communication, ticket lifecycle management, and escalation to higher tiers for complex issues, with a fully remote work arrangement.

Qualifications

• 3 years IT service desk experience.
• Proficient logging, classifying and routing incidents per KBAs.
• Experience with PIV access resolution and escalation to higher tiers.
• Lifecycle management of call records, incidents and service requests.
• Foundational hardware/software troubleshooting, Windows and macOS fundamentals, networking concepts.
• Strong interpersonal and communication skills for end-user interaction.

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 with KBAs.
• Perform basic troubleshooting and escalate complex issues to higher tiers.
• Manage lifecycle of call records, incidents and requests during major incidents.
• Apply foundational IT skills and knowledge of MS Windows, macOS and networking.

Skills

IT service desk

Incident logging

Troubleshooting basics

PIV access support

Record lifecycle management

Windows/macOS basics

Networking basics

Interpersonal skills

Education

High School Diploma

Job description

GovCIO is seeking a remote Service Desk specialist in the United States for a TSA Focus contract. This role acts as the first contact for IT service management, handling incidents via phone, chat and email, and providing basic troubleshooting guided by KBAs. A DHS/TSA clearance is required at some level.

The position emphasizes strong end-user communication, ticket lifecycle management, and escalation to higher tiers for complex issues, with a fully remote work arrangement.