Remote IT Service Desk Agent (TSA Focus)

GovCIO; Madison (WI); Remote; USD 36,000 - 52,000; Full time

Benefits offered by this job

EAP

Corporate Discounts

Learning & Development platform

Certification Assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a Service Desk professional to support the TSA Focus contract. This fully remote role is located in the United States and requires strong IT service desk foundations to serve as the first point of contact for incidents and service requests.

You will log, classify, and route issues via phone, chat, and email, perform basic troubleshooting from KBAs, assist with PIV access, and escalate complex problems to higher tiers while maintaining accurate records and benefiting from a

Qualifications

• 3 years experience in IT service desk support.
• Proficiency in logging, classifying, and routing incidents and requests.
• Basic troubleshooting from KBAs and PIV access resolution.
• Lifecycle management of call records and incidents.
• Foundational hardware/software troubleshooting and networking basics.
• Strong interpersonal and communication skills.

Responsibilities

• Serves as the initial contact for IT service management activities.
• Logs, classifies, and routes incidents and service requests via phone, chat, and email.
• Provides basic troubleshooting and escalates complex issues as needed.
• Manages lifecycle of call records and incidents during major events.
• Complies with IT service management best practices.

Skills

IT service desk

Incident logging

Documentation

Customer service

Communication

Education

High school diploma

Tools

KBAs

Job description

GovCIO is hiring a Service Desk professional to support the TSA Focus contract. This fully remote role is located in the United States and requires strong IT service desk foundations to serve as the first point of contact for incidents and service requests.

You will log, classify, and route issues via phone, chat, and email, perform basic troubleshooting from KBAs, assist with PIV access, and escalate complex problems to higher tiers while maintaining accurate records and benefiting from a