Remote IT Service Desk Trainer & Knowledge Manager

GovCIO; Salem (OR); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a Trainer Knowlege Manager to support a TSA-focused contract. The role is fully remote in the United States and requires US citizenship for DHS/TSA clearance.

You will lead a 24x7x365 service desk for 85K users, coordinating Tier 0–Tier 2 support and providing expert guidance to frontline agents. The position offers remote work, a strong emphasis on service excellence, and opportunities to improve knowledge bases and incident management processes within GovCIO's enterprise IT

Qualifications

• 8+ years of general IT experience in a user support role
• 5+ years in an IT service desk environment
• Experience leading a 24x7x365 Service Desk supporting 85K users
• Primary escalation point for Tier 1 agents, 24x7x365
• Proficient remote desktop support and KB management
• Strong analytical and interpersonal skills for cross-team collaboration

Responsibilities

• Lead SPOC analysts and coordinate 24x7 IT support operations
• Provide advanced IT service desk support and primary escalation for Tier 1
• Troubleshoot complex OS and COTS issues via remote desktop
• Support TSA GFE, mobility systems, and IT systems for on-site and remote users
• Ensure proper incident/problem records and drive first-call resolution
• Monitor ACD, incidents, requests, to address high-priority issues
• Collaborate with end-users and other IT teams to resolve issues

Skills

IT experience

Service desk

Team leadership

Escalation point

Remote desktop

Analytical skills

Communication

Education

Bachelor's degree

Tools

ACD

Remote desktop tools

Job description

GovCIO is hiring a Trainer Knowlege Manager to support a TSA-focused contract. The role is fully remote in the United States and requires US citizenship for DHS/TSA clearance.

You will lead a 24x7x365 service desk for 85K users, coordinating Tier 0–Tier 2 support and providing expert guidance to frontline agents. The position offers remote work, a strong emphasis on service excellence, and opportunities to improve knowledge bases and incident management processes within GovCIO's enterprise IT