Service Desk Agent

GovCIO; United States; Remote; USD 37,000 - 51,000; Full time

Job summary

GovCIO is seeking a Service Desk professional to support the TSA Focus contract. This role is fully remote within the United States.

You will be the first point of contact for IT service management, log and classify incidents, provide basic troubleshooting, and escalate complex issues to appropriate teams while maintaining accurate records and clear communication with end users.

Qualifications

• 3 years IT service desk experience
• Experience logging, classifying, and routing incidents and requests per KBAs
• Basic troubleshooting and PIV/access resolution
• Lifecycle management of call records, incidents, and service requests
• Foundational technical skills in Windows/macOS and networking, ITSM knowledge
• Strong interpersonal and communication skills

Responsibilities

• Serve as the initial contact for IT service management activities
• Log, classify, and route incidents and service requests via phone, chat, and email
• Provide basic troubleshooting based on KBAs and escalate complex issues
• Manage lifecycle of call records, incidents, and service requests during major incidents
• Determine VIP caller criteria and update tickets
• Support knowledge of Windows, macOS, networking, and ITSM practices
• Clearance: US citizenship required for DHS/TSA clearance

Skills

IT service desk

Incident logging

Troubleshooting

Escalation

Communication

Education

High school diploma

Job description

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.