Remote IT Service Desk Specialist - TSA Focus

GovCIO; Cheyenne (WY); Remote; USD 40,000 - 50,000; Full time

Benefits offered by this job

EAP

Corporate Discounts

Learning & Development resources

Training, Education & Certification

Referral Bonus

Internal Mobility

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is seeking a Service Desk professional to support our TSA Focus contract. The role is fully remote within the United States and serves as the first point of contact for IT service management, logging incidents, basic troubleshooting, and escalation.

Requirements include a high school diploma with 3 years of service desk experience, ability to log and classify requests per KBAs, and strong communication skills.

Qualifications

• High school diploma with 3 years of relevant IT service desk experience.
• Experience logging, classifying and routing incidents and service requests via phone, chat and email per KBAs.
• Experience basic troubleshooting based on KBAs, and escalating complex issues to higher tiers.
• Understanding lifecycle management of call records, incidents and service requests during major incidents.
• Foundational technical skills in hardware/software troubleshooting, Windows and MacOS, and networking basics.
• Strong interpersonal and communication skills for interaction with end-users and IT teams.

Responsibilities

• Serves as the initial point of contact for IT service management activities.
• Logs, classifies, and routes incidents and requests via phone, chat, and email following KBAs.
• Performs basic troubleshooting and assists with PIV access resolution; escalates complex issues as needed.
• Manages lifecycle of tickets during major incidents and ensures proper categorization.
• Demonstrates foundational IT skills and knowledge of ITSM best practices.
• Communicates effectively with end-users and other IT support teams.

Skills

IT service desk

KBAs

PIV access

Troubleshooting

Incident management

Windows

MacOS

Networking basics

Customer service

Education

High school diploma

Job description

GovCIO is seeking a Service Desk professional to support our TSA Focus contract. The role is fully remote within the United States and serves as the first point of contact for IT service management, logging incidents, basic troubleshooting, and escalation.

Requirements include a high school diploma with 3 years of service desk experience, ability to log and classify requests per KBAs, and strong communication skills.