Service Desk Agent

GovCIO; Richmond (VA); Remote; USD 36,000 - 52,000; 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 seeking a remote Service Desk specialist in the United States for a TSA Focus contract. This role acts as the first contact for IT service management, handling incidents via phone, chat and email, and providing basic troubleshooting guided by KBAs. A DHS/TSA clearance is required at some level.

The position emphasizes strong end-user communication, ticket lifecycle management, and escalation to higher tiers for complex issues, with a fully remote work arrangement.

Qualifications

• 3 years IT service desk experience.
• Proficient logging, classifying and routing incidents per KBAs.
• Experience with PIV access resolution and escalation to higher tiers.
• Lifecycle management of call records, incidents and service requests.
• Foundational hardware/software troubleshooting, Windows and macOS fundamentals, 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 service requests via phone, chat and email with KBAs.
• Perform basic troubleshooting and escalate complex issues to higher tiers.
• Manage lifecycle of call records, incidents and requests during major incidents.
• Apply foundational IT skills and knowledge of MS Windows, macOS and networking.

Skills

IT service desk

Incident logging

Troubleshooting basics

PIV access support

Record lifecycle management

Windows/macOS basics

Networking basics

Interpersonal skills

Education

High School Diploma

Job description

Overview

GovCIO is currently hiring for a Service Desk to support our newly awarded TSA Focus contract. This position will be located in United States and will be fully remote.

Responsibilities

• Uses foundational IT service desk skills, serving as the initial point of contact for all IT service management activities
• Logs, classifies, and routes incidents and service requests received via phone, chat, and email, ensuring accurate and prompt documentation following Knowledge Base Articles (KBAs)
• Provides basic troubleshooting based on KBAs, assist users with PIV access resolution, and appropriately escalates complex issues to higher tiers or specialized teams
• Provides lifecycle management of call records, incidents, and service requests, ensuring proper categorization and marking of related records during major incidents
• Determines VIP caller criteria and updates tickets accordingly
• Uses foundational technical skills in basic hardware and software troubleshooting, Microsoft Windows and Apple operating system fundamentals, and essential networking concepts, further complemented by an understanding of IT service management best practices

Qualifications

High school diploma with 3 years of relevant experience.

Required Skills and Experience

• 3 years experience in IT service desk support, serving as the initial point of contact for all IT service management activities
• Demonstrates proficiency in logging, classifying, and routing incidents and service requests received via phone, chat, and email, ensuring accurate and prompt documentation following Knowledge Base Articles (KBAs)
• Has experience in basic troubleshooting based on KBAs, assist users with PIV access resolution, and appropriately escalates complex issues to higher tiers or specialized teams
• Understands the lifecycle management of call records, incidents, and service requests, ensuring proper categorization and marking of related records during major incidents
• Demonstrates foundational technical skills in basic hardware and software troubleshooting, Microsoft Windows and Apple operating system fundamentals, and essential networking concepts, further complemented by an understanding of IT service management best practices
• Possesses strong interpersonal and communication skills, enabling effective interaction with end-users and facilitating smooth coordination with other IT support teams

Clearance Required: US citizenship is required to attain and maintain a DHS/TSA clearance

Posted Salary Range

USD $31.94 - USD $31.94 /Hr.

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?

Interview & Hiring Process

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

• 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.