Remote IT Service Desk Agent – TSA Focus

GovCIO; Lansing (MI); 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 seeking a remote Service Desk professional to support the TSA Focus contract. The role involves handling initial IT service management contact, logging and routing incidents, and performing basic troubleshooting across Windows and macOS environments.

Applicants should have a high school diploma with 3 years of service desk experience and be able to obtain DHS/TSA clearance. Strong communication and coordination with IT teams are essential.

Qualifications

• High school diploma with 3 years of IT service desk experience.
• Experience logging, classifying, and routing incidents and service requests per KBAs.
• Experience basic troubleshooting and PIV access resolution.
• Lifecycle management of call records, incidents and service requests.
• Foundational skills in Windows, macOS and networking with ITSM awareness.
• Strong interpersonal and communication abilities for end-user support.

Responsibilities

• Serves as the initial contact for IT service management activities.
• Logs, classifies, and routes incidents and requests from phone, chat and email.
• Performs basic troubleshooting based on KBAs and escalates when needed.
• Manages lifecycle of call records and incidents during major events.
• Identifies VIP callers and updates tickets accordingly.
• Understands ITSM best practices and fundamentals.

Skills

IT service desk

Incident logging

KBAs

PIV access

Windows

macOS

Networking fundamentals

Communication skills

Education

High school diploma

Job description

GovCIO is seeking a remote Service Desk professional to support the TSA Focus contract. The role involves handling initial IT service management contact, logging and routing incidents, and performing basic troubleshooting across Windows and macOS environments.

Applicants should have a high school diploma with 3 years of service desk experience and be able to obtain DHS/TSA clearance. Strong communication and coordination with IT teams are essential.