Service Desk Agent

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 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 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 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: US citizenship is required to attain and maintain a DHS/TSA clearance
Posted Salary Range: USD $30.95 - USD $30.95 /Hr.

Work arrangement
Yes