Desktop Support Specialist (Journeyman)

GovCIO is currently hiring for a/an Desktop Support Specialist (Journeyman). This position will be located in Denver, CO and is fully onsite. 

• Ensure proper day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems
• Provide deskside assistance to resolve technology issues
• Provide how-to knowledge transfer to users on computer-related issues within Agency and contractual boundaries
• Perform equipment provisions, deprovisions, and moves, as well as other MAC-related tasks within contractual SLAs
• Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge, and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff
• Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex issues
• Must know when to escalate issues not resolved at this level to management
• Utilize ServiceNow for issue and request tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention
• Ensure all Incident tickets are resolved, and Service Requests completed, within documented service levels
• Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problems
• Assist in developing and documenting improvements to current processes, and creating/updating KAs and SOPs
• Possess excellent presentation, and verbal and written communication skills
• Provide technology refresh support

Required Qualifications

• High School with 3 - 6 years (commensurate experience)
• Minimum 2 years’ recent experience providing in-person desktop support to end users in a corporate environment; troubleshooting and resolving all aspects of computer hardware and software
• Minimum 2 years’ recent experience supporting Windows 10 and Microsoft Office Suite (Office 365), and using Active Directory in a domain environment
• Strong interpersonal skills required
• Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously 
• Must be able to work independently and be self-motivated
• Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure
• Ability to communicate professionally, both orally and in writing, with customers, vendors, management, and coworkers is crucial
• Moderately heavy lifting (computers, monitors, network printers, etc.) is required 
• Clearance Required: Ability to obtain/maintain Public Trust Suitability clearance

Desired Qualifications 

• CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician
• Dell hardware (laptop, desktop, tablet, 2-in-1), Apple iPhone and ServiceNow experience a plus
• Experience supporting audio/video and video teleconferencing equipment a plus

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.