Remote IT Service Desk Specialist (PIV/TSA)

GovCIO; United States; On-site; USD 43,000 - 44,000; Full time

Job summary

GovCIO is hiring a Service Desk professional to support the TSA Focus contract. The role is located in the United States and will be fully remote.

You will be the first point of contact for IT service management, log and route requests, provide basic troubleshooting, and escalate complex issues as needed. A DHS/TSA clearance awareness is required, with strong communication and teamwork across IT support teams.

Qualifications

• 3 years experience in IT service desk support.
• Experience logging, classifying, and routing incidents per KBAs.
• Basic troubleshooting with KBAs and PIV access resolution.
• Understanding IT service management best practices.

Responsibilities

• Serve as initial contact for IT service management activities.
• Log, classify, and route incidents and requests from phone, chat, and email.
• Provide basic troubleshooting, assist with PIV access, escalate complex issues.
• Manage lifecycle of call records, incidents, and requests during major incidents.
• Determine VIP caller criteria and update tickets accordingly.
• Apply foundational hardware/software troubleshooting and networking concepts.

Skills

IT service desk

KBAs

PIV access

Incident logging

Escalation to Tier 2

Hardware troubleshooting

Windows basics

macOS basics

Networking basics

Strong communication

Education

High school diploma

Job description

GovCIO is hiring a Service Desk professional to support the TSA Focus contract. The role is located in the United States and will be fully remote.

You will be the first point of contact for IT service management, log and route requests, provide basic troubleshooting, and escalate complex issues as needed. A DHS/TSA clearance awareness is required, with strong communication and teamwork across IT support teams.