Remote IT Service Desk Specialist

GovCIO; Jackson (MS); 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

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, with duties including incident logging, basic troubleshooting, PIV access support, and escalation when necessary. A DHS/TSA clearance is required for eligibility.

The position emphasizes strong communication, ITSM knowledge, and experience handling incidents end-to-end in a fast-paced environment.

Qualifications

• High school diploma with 3 years of relevant experience.
• 3 years experience in IT service desk support.
• Experience logging, classifying, and routing incidents and service requests via phone, chat, and email with KBAs.
• Troubleshooting based on KBAs and assisting users with PIV access resolution.
• Lifecycle management of call records, incidents, and service requests.

Responsibilities

• Serve as the initial point of contact for IT service management activities.
• Log, classify, and route incidents and requests ensuring KBAs are followed.
• Provide basic troubleshooting and assist with PIV access resolution.
• Escalate complex issues to higher tiers or specialized teams as needed.
• Manage lifecycle of call records, incidents, and service requests during major incidents.
• Maintain foundational technical skills in Windows, macOS, networking, and ITSM practices.

Skills

IT service desk

KBAs documentation

PIV access support

Escalation to Tier II

Windows and macOS basics

ITSM basics

Interpersonal communication

Education

High School Diploma

Job description

GovCIO is hiring a Service Desk professional to support the TSA Focus contract. The role is fully remote within the United States, with duties including incident logging, basic troubleshooting, PIV access support, and escalation when necessary. A DHS/TSA clearance is required for eligibility.

The position emphasizes strong communication, ITSM knowledge, and experience handling incidents end-to-end in a fast-paced environment.