Service Desk Technician

GovCIO is currently hiring for a service desk technician to work in the call center of our federal client. This position is 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 operations 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.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify the root cause.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.
• Operate within the SD AQL’s, first call resolution, and speed of answer.
• Perform password resets on applicable systems.
• Collect information from callers and ensure that tickets are promptly and accurately documented in the applicable ticketing system.
• Utilize the knowledge base to guide callers through resolution of reported issues.
• Ensure that all email service requests are processed within acceptable contractual limits.
• Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones.
• Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.

Required Qualifications

• High School Diploma or equivalent
• 0-2 years experience
• Basic understanding of computer systems and how to use them

Desired Qualifications

• MCSA Office 365 certification
• ITIL Foundation certification

Clearance required:  Must be able to obtain and hold a public trust clearance

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.