Remote IT Service Desk Specialist

GovCIO; Atlanta (GA); Remote; USD 36,000 - 52,000; 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 professional to support the TSA Focus contract. The role is fully remote within the United States, requiring a US citizenship for DHS/TSA clearance.

The candidate will be the first point of contact for IT service management activities, handling incidents and service requests via phone, chat, and email, and performing basic troubleshooting per KBAs. Qualifications include a high school diploma with 3 years of IT service desk experience, strong documentation skills,

Qualifications

• High school diploma and 3 years of IT service desk experience.
• Experience logging, classifying, and routing incidents and service requests via phone, chat, and email with KBAs.
• Experience basic troubleshooting per KBAs and escalating complex issues to higher tiers.
• Understanding lifecycle management of call records, incidents and service requests during major incidents.
• Foundational technical skills in basic hardware/software troubleshooting, Windows & macOS basics, and networking concepts.
• Strong interpersonal and communication skills for end-user interaction.

Responsibilities

• Serves as the initial point of contact for IT service management activities.
• Logs and routes incidents and service requests with KBAs for accurate documentation.
• Provides basic troubleshooting and assists users with PIV access resolution.
• Escalates complex issues to higher tiers or specialized teams.
• Manages lifecycle of call records, incidents, and service requests during major incidents.
• Uses foundational IT skills and knowledge of ITSM best practices.

Skills

IT service desk

Incidents & requests

KBAs

PIV access

Hardware & software troubleshooting

Windows & macOS basics

Interpersonal communication

Education

High school diploma

Tools

ITSM ticketing system

KBAs

Job description

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

The candidate will be the first point of contact for IT service management activities, handling incidents and service requests via phone, chat, and email, and performing basic troubleshooting per KBAs. Qualifications include a high school diploma with 3 years of IT service desk experience, strong documentation skills,