Service Desk Administrator

@ GovCIO

Overview

GovCIO is hiring a Service Desk Administrator with an active Secret clearance. This role provides Tier I phone support and troubleshooting in compliance with established policies and procedures.

Responsibilities

• Provide Tier I phone support and troubleshooting.
• Offer supplemental hands-on desk-side support as needed.
• Meet contractual Service Level Agreements (SLAs) regarding speed to answer, first call resolution, abandonment rate, and customer satisfaction.
• Create, update, and track service requests/incidents within the ticketing system and maintain support documentation.
• Support Microsoft Windows environments and resolve Tier 1 hardware and software issues with tools like MS Office and Windows 10.

Qualifications

High School diploma with 3-6 years of IT support (or commensurate experience) and an active Secret clearance with the ability to obtain DEA suitability.

Company Overview

GovCIO is a team dedicated to transforming government IT by delivering innovative services and solutions. They prioritize meaningful work, a collaborative environment, and continuous employee enhancement.

Interview & Hiring Process

Includes a virtual video interview with the hiring team, camera on requirement, valid photo ID, and enhanced biometrics ID verification screening along with background and employment history checks.

Employee Perks

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform with certification preparation content
• Training, Education and Certification Assistance
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment available to full-time employees

Compensation

Base salary of USD 70,000 per year with potential adjustments based on market and individual factors.

Key skills/competency

Service Desk, Tier I support, troubleshooting, Windows 10, MS Office, ticketing systems, IT support, Secret clearance, SLAs, documentation