Senior Service Desk Administrator

GovCIO; Washington (District of Columbia); Remote; USD 65,000 - 85,000; Full time

Job summary

A government IT solutions provider is seeking a Senior Service Desk Administrator to deliver Tier I support and troubleshooting. This fully remote role requires an active Secret clearance and experience in customer support. Responsibilities include meeting SLAs and maintaining ticketing documentation. The position offers a competitive salary range of $65,000 to $85,000 annually.

Benefits

Employee Assistance Program

Corporate Discounts

Learning & Development platform

Training and Certification Assistance

Referral Bonus Program

Flexible Work Environment

Qualifications

• 0 - 3 years of Tier 1 support experience.
• Active Secret clearance required.
• Ability to obtain and hold DEA suitability.

Responsibilities

• Provide Tier I phone support and troubleshooting.
• Meet contractual Service Level Agreements (SLAs).
• Create, update, and track service requests within the ticketing system.

Skills

Tier 1 support

Troubleshooting

Customer satisfaction

Education

High School diploma

Tools

MS Office

Windows 10

Job description

Overview

GovCIO is currently hiring for a Senior Service Desk Administrator with an active Secret clearance to provide Tier I phone support and troubleshooting. This position will be located in Arlington, VA, and is a fully remote position.

Responsibilities

• Provide Tier I phone support and troubleshooting in compliance with established policies/procedures.

• Provide supplemental hands-on desk-side support when required.

• Meet contractual Service Level Agreements (SLAs) regarding speed to answer, first call resolution, abandonment rate, and customer satisfaction.

• Create, update, and track service requests/incidents within the ticketing system, and assist with maintaining/updating support documentation.

• Support Microsoft Windows environments and resolve Tier 1 hardware and software problems with tools such as MS Office and Windows 10.

Qualifications

• High School with 0 - 3 years Tier 1 support (or commensurate experience)

• Clearance Required: Active Secret clearance with the ability to obtain and hold DEA suitability

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you canexpect:

• During the Interview Process

• Virtual video interview conducted via video with the hiring manager and/or team

• Camera must be on

• A valid photo ID must be presented during each interview

• During the Hiring Process

• Enhanced Biometrics ID verification screening

• Background check, to include:

• Criminal history (past 7 years)

• Verification of your highest level of education

• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)

• Corporate Discounts

• Learning & Development platform, to include certification preparation content

• Training, Education and Certification Assistance*

• Referral Bonus Program

• Internal Mobility Program

• Pet Insurance

• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range

USD $65,000.00 - USD $85,000.00 /Yr.

Submit a referral to this job (https://careers-govcio.icims.com/jobs/6434/senior-service-desk-administrator/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834385473)

Location US-Remote

ID 2025-6434

Category Administrative Services/Customer Support

Position Type Full-Time