Remote IT Service Desk Agent - TSA Focus

GovCIO; Lincoln (NE); Remote; USD 36,000 - 52,000; Full time

Benefits offered by this job

EAP

Corporate discounts

Learning platform

Certification assistance

Referral bonus

Internal mobility

Pet insurance

Flexible work environment

Job summary

GovCIO is hiring a Service Desk professional to support the TSA Focus contract. This role is fully remote within the United States and serves as the first contact for IT service management activities.

The position requires 3 years of IT service desk experience, basic troubleshooting, incident logging per KBAs, and escalation to higher tiers as needed. US citizenship is required for DHS/TSA clearance.

Qualifications

• 3 years IT service desk experience as the first contact for ITSM.
• Proficient in logging, classifying, and routing incidents per KBAs.
• Experience with PIV access resolution and escalation to Tier 2.
• Lifecycle management of tickets and major incidents.
• Foundational hardware/software troubleshooting, Windows and macOS basics.
• Strong interpersonal and communication skills.

Responsibilities

• Serve as initial contact for IT service management activities.
• Log, classify, and route incidents and service requests via phone, chat, and email.
• Provide basic troubleshooting per KBAs and escalate complex issues.
• Manage call records and incidents through lifecycle stages.
• Apply foundational networking and OS concepts in support tasks.
• Collaborate with other IT support teams and communicate effectively.

Skills

IT service desk

PIV access

Escalation skills

Technical troubleshooting

Education

High school diploma

Job description

GovCIO is hiring a Service Desk professional to support the TSA Focus contract. This role is fully remote within the United States and serves as the first contact for IT service management activities.

The position requires 3 years of IT service desk experience, basic troubleshooting, incident logging per KBAs, and escalation to higher tiers as needed. US citizenship is required for DHS/TSA clearance.