Service Desk Analyst

GovCIO; Washington (District of Columbia); On-site; USD 46,000 - 65,000; Full time

Job summary

GovCIO is hiring a Service Desk Analyst to support the DFC program in Washington, DC on a fully onsite basis. The role requires expert IT support across a complex enterprise environment, with experience in hybrid on-prem and cloud systems, MFA-based IAM, and strong communication with users at all levels, including executives.

You will manage incidents and requests, perform device imaging and updates, and uphold security and ITSM processes while contributing to knowledge bases and SOPs.

Qualifications

• Experienced IT support professional capable of handling complex enterprise environments.
• Experience supporting hybrid on-prem and cloud environments.
• Experience with MFA technologies for IAM across apps.

Responsibilities

• Provide expert technical support across a complex enterprise IT environment.
• Support hybrid infrastructures (on-prem and cloud).
• Administer Windows and Linux systems, perform updates and maintenance.
• Collaborate with users, network teams, and SMEs to triage IT issues.
• Perform workstation imaging, configuration, and lifecycle maintenance.
• Support IAM through MFA technologies and secure access.
• Deliver high-quality customer service and communicate effectively with all users.
• Maintain documentation and adhere to security and compliance standards.
• Identify recurring issues and contribute to knowledge bases and SOPs.

Skills

IT support

Hybrid environments

MFA

VIP/Executive support

Job description

Overview

GovCIO is currently hiring for a Service Desk Analyst to support our newly awarded DFC program . This position will be located in Washington, DC and will be a fully onsite opportunity.

Responsibilities

• Provide expert technical support across a complex enterprise IT operating environment, ensuring reliable performance of critical systems and services.
• Support hybrid infrastructures, including both on‑premises and cloud‑based environments, with a strong understanding of associated tools, configurations, and operational practices.
• Administer and troubleshoot Microsoft Windows and Linux systems, performing updates, maintenance, and issue resolution to ensure system integrity and availability.
• Collaborate closely with end users, network operations teams, and system administration SMEs to triage, diagnose, and resolve IT issues in alignment with ITSM lifecycle processes.
• Execute workstation and laptop updates, imaging, configuration, and lifecycle maintenance in compliance with established customer ITSM policies.
• Support Identity and Access Management (IAM) through multifactor authentication (MFA) technologies, ensuring secure access across enterprise IT and business applications.
• Deliver high‑quality customer service and technical communication, effectively managing service requests from users at all levels, including VIP and executive personnel.
• Maintain strong documentation, follow established procedures, and uphold security, compliance, and operational standards across all support activities.
• Participate in continuous improvement efforts by identifying recurring issues, recommending solutions, and contributing to knowledge base and SOP updates.

Qualifications

Required Skills and Experience

• Experienced and highly skilled IT support professional with demonstrated skills in supporting the customer's complex enterprise IT operating environment
• Experience in supporting hybrid on-prem and cloud environments.
• Experience with Multifactor Authentication (MFA) technologies and tools to support Identity and Access Management across a suite of IT and business applications
• High degree of collaboration and communication skills to effectively handle IT service requests from all levels of users up-to VIP and executive level agency personnel

Clearance Level: Must be able to attain and maintain DFC Public Trust

Posted Salary Range: USD $40.11 - USD $40.11 /Hr.