Remote IT Service Desk Trainer & Knowledge Manager

GovCIO; Dover (DE); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

EAP

Corporate Discounts

Learning & Development

Certification Support

Referral Bonus

Internal Mobility

Pet Insurance

Flexible Work

Job summary

GovCIO is hiring a Trainer Knowledge Manager for the TSA Focus contract, fully remote in the United States. The role leads a SPOC team, provides advanced IT service desk support, and ensures timely incident resolution.

Requirements include a Bachelor’s degree and 8+ years of IT experience, with 5+ years in service desk operations. Clearances and DHS/TSA alignment are noted as part of the role’s expectations.

Qualifications

• Bachelor's degree with 8+ years of experience in IT support.
• 8 years of IT experience in a user support role.
• 5 years in an IT service desk environment.
• Experience leading a 24x7 service desk operation for 85K users.
• Advanced IT service desk skills as escalation point for Tier 1 agents.
• Proficient remote desktop support to troubleshoot complex OS and COTS issues.

Responsibilities

• Serves as a SPOC shift lead, organizing, directing, and leading SPOC analysts in providing expert user support.
• Provides advanced IT service desk support, primary escalation point for Tier 1 agents 24x7x365.
• Uses remote desktop support to troubleshoot complex operating systems and COTS software issues and maintains KB articles for optimal support.
• Supports TSA GFE, mobility systems, and IT systems for on-site and telework users.
• Ensures incident management records are related, accepts warm transfers, and assists in achieving first-call resolution.
• Monitors ACD, incidents, service requests, queues to identify critical or high-priority incidents.
• Uses strong analytical and problem-solving skills and excellent interpersonal and communication skills for interaction with end-users and collaboration with other IT support teams.

Skills

Service desk leadership

24x7 support

Remote desktop support

Analytical problem solving

Exceptional communication

8 years IT experience

5 years IT service desk

Escalation point for Tier 1

Education

Bachelor's degree

Job description

GovCIO is hiring a Trainer Knowledge Manager for the TSA Focus contract, fully remote in the United States. The role leads a SPOC team, provides advanced IT service desk support, and ensures timely incident resolution.

Requirements include a Bachelor’s degree and 8+ years of IT experience, with 5+ years in service desk operations. Clearances and DHS/TSA alignment are noted as part of the role’s expectations.