Remote IT Service Desk Specialist

GovCIO; Trenton (NJ); Remote; USD 36,000 - 52,000; Full time

Benefits offered by this job

Flexible Work Environment

Training and Certification Support

Employee Discounts

Job summary

GovCIO is seeking a Service Desk professional to support the TSA Focus contract. The role is fully remote in the United States and requires a DHS/TSA clearance.

You will act as the first point of contact for IT service management, perform incident logging, basic troubleshooting, and escalate complex issues to higher tiers. Strong communication and ITSM knowledge are essential for success.

Qualifications

• 3 years IT service desk experience required.
• Proficient in logging, classifying, and routing incidents per KBAs.
• Experience with PIV access resolution and escalation to higher tiers as needed.
• Understand lifecycle management of call records, incidents, and service requests during major incidents.
• Foundational skills in hardware/software troubleshooting, Windows and macOS, and networking concepts.

Responsibilities

• Serve as the initial point of contact for IT service management activities.
• Log, classify, and route incidents and service requests via phone, chat, and email following KBAs.
• Provide basic troubleshooting and assist with PIV access; escalate complex issues as needed.
• Manage lifecycle of call records and tickets, especially during major incidents.
• Apply ITSM best practices and coordinate with other IT support teams.

Skills

IT service desk

Incident logging

PIV access

Escalation to Tier 2

Communication skills

ITSM knowledge

Education

High school diploma

Tools

KBAs

Windows

macOS

Networking concepts

Job description

GovCIO is seeking a Service Desk professional to support the TSA Focus contract. The role is fully remote in the United States and requires a DHS/TSA clearance.

You will act as the first point of contact for IT service management, perform incident logging, basic troubleshooting, and escalate complex issues to higher tiers. Strong communication and ITSM knowledge are essential for success.