Remote IT Service Desk Specialist (TSA Contract)

GovCIO; Austin (TX); Remote; USD 36,000 - 50,000; Full time

Job summary

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

You will be the first point of contact for IT service management, handling incidents, service requests, and basic troubleshooting. Ideal candidates have 3 years of service desk experience, strong KBAs-based documentation, and solid knowledge of Windows, macOS, networking, and ITSM concepts.

Qualifications

• 3 years experience in IT service desk support acting as the initial contact for ITSM.
• Proficient in logging, classifying, and routing incidents and service requests per KBAs.
• Experience with basic troubleshooting, PIV access resolution, and escalation to higher tiers.
• Lifecycle management of call records, incidents, and service requests during major incidents.
• Foundational hardware/software troubleshooting, Windows and Apple OS basics, and networking concepts.
• Strong interpersonal and communication skills for end-user interaction.

Responsibilities

• Serve as the initial point of contact for IT service management activities.
• Log, classify, and route incidents and requests via phone, chat, and email with KBAs.
• Provide basic troubleshooting and escalate complex issues to higher tiers.
• Manage call records/incidents lifecycles and proper categorization during major incidents.
• Apply foundational IT skills and knowledge of ITSM best practices.

Skills

IT service desk

KBAs

PIV access

Escalation

Lifecycle management

Hardware basics

Windows/macOS

Networking basics

ITSM best practices

Interpersonal skills

Education

High School Diploma

Job description

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

You will be the first point of contact for IT service management, handling incidents, service requests, and basic troubleshooting. Ideal candidates have 3 years of service desk experience, strong KBAs-based documentation, and solid knowledge of Windows, macOS, networking, and ITSM concepts.