Remote IT Service Desk Agent | TSA Focus Support

GovCIO; Topeka (KS); Remote; USD 37,000 - 51,000; Full time

Benefits offered by this job

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 Service Desk professional for the TSA Focus contract. The role is fully remote within the United States, requiring US citizenship to obtain DHS/TSA clearance.

You will be the first point of contact for IT service management, handling incidents via phone, chat, and email, and following KBAs for documentation. Qualifications include a high school diploma with 3 years of relevant experience and strong communication skills.

Qualifications

• High school diploma with 3 years of relevant experience.
• 3 years IT service desk experience.
• Proficient in logging, classifying, and routing incidents and service requests per KBAs.
• Experience with basic troubleshooting, PIV access resolution, and escalation to higher tiers.
• Understanding of IT service management best practices.

Responsibilities

• Uses foundational IT service desk skills as the first contact for IT service management.
• Logs, classifies, and routes incidents and service requests from phone, chat, and email with KBAs.
• Performs basic troubleshooting and assists with PIV access; escalates complex issues as needed.
• Manages lifecycle of call records, incidents, and service requests during major incidents.
• Demonstrates strong interpersonal and communication skills with end-users and teams.

Skills

IT service desk

Incident logging

KBAs usage

PIV access

Escalation procedures

Windows knowledge

Communication skills

Education

High school diploma

Tools

KBAs

Microsoft Windows

Apple OS basics

Job description

GovCIO is seeking a Service Desk professional for the TSA Focus contract. The role is fully remote within the United States, requiring US citizenship to obtain DHS/TSA clearance.

You will be the first point of contact for IT service management, handling incidents via phone, chat, and email, and following KBAs for documentation. Qualifications include a high school diploma with 3 years of relevant experience and strong communication skills.