Service Desk Technician

GovCIO
United States
Workplace: RemoteFull timeUSD 24.97 - 24.97 hourlyFunction: Customer Support (Service Desk)0Education: high_schoolSkills: ["Diagnosing incidents","Customer support","Documentation","Shift flexibility","Problem resolution"]

Provide Tier 1 service desk support for a federal customer, answering and diagnosing incidents via phone, email, and user requests. Support end users across PC, server, and application/hardware issues; troubleshoot, recreate problems when needed, document and track tickets, and use the knowledge base for resolution. Work rotating/24x7 coverage with required shift flexibility, including password resets and timely acknowledgment and first-contact resolution or appropriate assignment.

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FursaFursa
GovCIO
GovCIO
6 days ago

Service Desk Technician

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Provide Tier 1 service desk support for a federal customer, answering and diagnosing incidents via phone, email, and user requests. Support end users across PC, server, and application/hardware issues; troubleshoot, recreate problems when needed, document and track tickets, and use the knowledge base for resolution. Work rotating/24x7 coverage with required shift flexibility, including password resets and timely acknowledgment and first-contact resolution or appropriate assignment.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Perform Tier 1 service desk support to help ensure service levels are achieved.
  • •Respond to and diagnose incidents by discussing issues with users and providing support for end users.
  • •Identify, research, and resolve technical problems, including first-tier support for PC, server, mainframe applications, or hardware.
  • •Answer telephone calls, email, and personnel requests for technical support, documenting and monitoring problems to ensure timely resolution.
  • •Acknowledge and document each contact, handle password resets, use the knowledge base for resolution guidance, and follow SD AQL/first call resolution and speed of answer expectations.
Travel: Low travel

Pay and Benefits

Salary: USD 24.97 hourly

Key Requirements

  • •High school diploma or equivalent.
  • •0–2 years of experience providing computer/user support.
  • •Basic understanding of computer systems and how to use them.
  • •Must be able to obtain within six months of hire an ITIL Foundation certification, an A+ certification, and a Helpdesk Institute or Service Desk Institute certification.
  • •Must be able to obtain and hold a public trust clearance.
Education:High School
Skills:Diagnosing incidentsCustomer supportDocumentationShift flexibilityProblem resolution
Certifications:ITIL FoundationA+Helpdesk InstituteService Desk InstituteMCSA Office 365
Tech Stack:ITILA+MCSA Office 365Office 365Ticketing systemKnowledge base

Eligibility

Security Clearance:Public Trust

Company Brief

GovCIO
Provides IT modernization, cloud, cybersecurity, data analytics, and managed services to U.S. federal civilian and defense agencies, delivering technology solutions and mission support to improve government operations and security.
Industry: Professional Services
Growth: Established Company
Headquarters: Herndon, United States
WebsiteLinkedIn