Jr Service Desk Technician (Tier 1.0)

GovCIO is currently hiring for a Service Desk Technician tier 1.0 to provide onsite support for our federal customer. This position will be located in Kiln, MS and will be an onsite position.

The Service Desk Tech shall perform Tier 1 services by working directly with the Service Desk and staff to ensure that service levels are achieved. The hours of operation are 24 hrs./7 days a week. Shift Flexibility is a must. The qualified candidate will perform the following: 

• Responds to and diagnoses incidents through discussions with users.
• Provides support to end users on a variety of issues.
• Identifies, researches and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors problems to ensure timely resolution.
• Provides first-tier support to end users for either PC, server or mainframe applications or hardware.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Operates within the SD AQL’s, first call resolution, and speed of answer.
• Performs password resets on applicable systems.
• Collects information from callers and ensure that tickets are promptly and accurately documented in applicable ticketing system.
• Utilizes the knowledge base to guide callers through resolution of reported issues.
• Ensures that all email service requests are processed within the AQL’s.
• Ensures that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.

High School with 0-2 years experience in a call center or technical role.

Clearance Required:

Must be able to obtain and hold a Public Trust Clearance.

Required Skills and Experience

• US Citizen
• Basic understanding of computer principles including using an operating system and web browser

Desired Qualifications

• MCSA Office 365 certification
• ITIL Foundation certification

#pipeline

#NSS

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.