Remote IT Service Desk Agent – TSA Focus

GovCIO; Santa Fe (NM); Remote; USD 43,000 - 48,000; 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 hiring a Service Desk role to support the TSA Focus contract. The position is fully remote within the United States and requires US citizenship for DHS/TSA clearance.

The role serves as the entry point for IT service management, handling incidents and service requests via phone, chat, and email, with base knowledge articles guiding troubleshooting. Responsibilities include logging, classification, and routing, basic troubleshooting, PIV access support, and escalation to higher tiers as

Qualifications

• 3 years IT service desk experience as the initial contact for IT service management activities.
• Proficiency in logging, classifying, and routing incidents and service requests via phone, chat, and email with KBAs.
• Experience in basic troubleshooting, assist users with PIV access, escalate complex issues.
• Lifecycle management of call records, incidents, and service requests with proper categorization during major incidents.
• Foundational technical skills in basic hardware/software troubleshooting, Windows and macOS, and networking concepts; understanding ITSM best practices.
• Strong interpersonal and communication skills for effective interaction with end-users and coordination with IT teams.

Responsibilities

• Uses foundational IT service desk skills as the initial contact for IT service management activities.
• Logs, classifies, and routes incidents and service requests via phone, chat, and email with KBAs.
• Provides basic troubleshooting and assists with PIV access resolution; escalates complex issues to higher tiers.
• Manages lifecycle of call records, incidents, and service requests and properly categorizes during major incidents.
• Demonstrates foundational hardware/software troubleshooting, Windows/macOS, and networking concepts; applies ITSM best practices.
• Communicates effectively with end-users and coordinates with other IT support teams.

Skills

IT service desk support

Logging incidents

PIV access resolution

Escalation to higher tiers

Incident lifecycle management

Hardware & software troubleshooting

Windows & macOS fundamentals

Networking concepts

Interpersonal communication

Education

High school diploma

Job description

GovCIO is hiring a Service Desk role to support the TSA Focus contract. The position is fully remote within the United States and requires US citizenship for DHS/TSA clearance.

The role serves as the entry point for IT service management, handling incidents and service requests via phone, chat, and email, with base knowledge articles guiding troubleshooting. Responsibilities include logging, classification, and routing, basic troubleshooting, PIV access support, and escalation to higher tiers as