Remote IT Service Desk Specialist

GovCIO; Salem (OR); Remote; USD 41,000 - 47,000; 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 seeking a Service Desk professional for the TSA Focus contract. The role is fully remote within the United States and starts with an initial contact position for IT service management activities.

You will log, classify, and route incidents, perform basic troubleshooting, assist with PIV access, and escalate complex issues as required. U.S. citizenship is needed for DHS/TSA clearance and related security checks. Salary is posted as USD 31.94 per hour.

Qualifications

• 3 years IT service desk experience as initial contact for ITSM activities.
• Proficient in logging, classifying, and routing incidents via phone, chat, and email per KBAs.
• Experience with PIV access resolution and escalation to higher tiers as needed.
• Understanding of IT service management best practices and OS/network fundamentals.

Responsibilities

• Serve as the initial point of contact for IT service management activities.
• Log, classify, and route incidents and service requests with KBAs.
• Provide basic troubleshooting and assist with PIV access resolution.
• Escalate complex issues to higher tiers or specialized teams.
• Manage lifecycle of call records, incidents, and service requests.
• Apply knowledge of OS fundamentals (Windows, macOS) and networking concepts.
• Coordinate with IT teams to ensure VIP caller tickets are updated.

Skills

IT service desk

Incident logging

KBAs

Basic troubleshooting

PIV access

Issue escalation

Communication

Education

High school diploma

Tools

Windows

macOS

Job description

GovCIO is seeking a Service Desk professional for the TSA Focus contract. The role is fully remote within the United States and starts with an initial contact position for IT service management activities.

You will log, classify, and route incidents, perform basic troubleshooting, assist with PIV access, and escalate complex issues as required. U.S. citizenship is needed for DHS/TSA clearance and related security checks. Salary is posted as USD 31.94 per hour.