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Service Desk Agent

• Posted 7 hours ago • Updated 7 hours ago

Full Time

USD $30.95 - 30.95 per hour

GovCIO

Fitment

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Job Details

Skills

Recruiting
FOCUS
Service Desk
Routing
Documentation
Knowledge Base
Lifecycle Management
Computer Hardware
Software Troubleshooting
Microsoft Windows
OS X
Computer Networking
IT Service Management
Communication
Facilitation
Collaboration
Technical Support
Security Clearance

Summary

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 escalate 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 complemente d 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 escalate 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: ship is required to attain and maintain a DHS/TSA clearance

Posted Salary Range

USD $30.95 - USD $30.95 /Hr.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10443217
Position Id: 9021
Posted 7 hours ago

Company Info

About GovCIO

GovCIO is a rapidly growing provider of advanced technology solutions and digital services for the federal government. Combining our extensive federal experience with the latest innovations in IT and disruptive approaches, our experts develop comprehensive solutions to meet the most pressing demands of today’s government agencies. From the U.S. military to Health and Human Services, we have an impressive track record of helping our customers optimize how they operate.

We’re transforming government IT, empowering our federal customers to meet the challenges of today while building the government of tomorrow.

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