Remote IT Service Desk Agent – TSA Focus

GovCIO; Salt Lake City (UT); Remote; USD 36,000 - 52,000; Full time

Job summary

GovCIO is seeking a Service Desk professional for the TSA Focus contract. The role is fully remote within the United States and serves as the first point of contact for IT service management activities.

You will log, classify, and route incidents and service requests via phone, chat, and email, following KBAs and providing basic troubleshooting. Strong communication is essential for coordinating with other IT teams.

Qualifications

• 3 years of IT service desk experience.
• Proficient at logging, classifying, routing incidents and service requests per KBAs.
• Experience with PIV access resolution and escalation to higher tiers.
• Lifecycle management for call records, incidents, and service requests during major incidents.
• Foundational skills in hardware/software troubleshooting, Windows and macOS, networking, and ITSM practices.

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.
• Provide basic troubleshooting and assist with PIV access resolution; escalate complex issues.
• Manage lifecycle of call records, incidents, and service requests during major incidents.
• Demonstrate foundational technical skills in hardware/software troubleshooting, Windows/Mac OS, and networking.

Skills

3 years IT service desk

KBAs documentation

PIV access support

Escalation to Tier

IT fundamentals

Interpersonal skills

Education

High school diploma

Job description

GovCIO is seeking a Service Desk professional for the TSA Focus contract. The role is fully remote within the United States and serves as the first point of contact for IT service management activities.

You will log, classify, and route incidents and service requests via phone, chat, and email, following KBAs and providing basic troubleshooting. Strong communication is essential for coordinating with other IT teams.