Service Desk Technician

Kiln, Mississippi

Suitability/Public Trust

Fully remote

Information Technology

Overview

GovCIO is currently hiring for a Service Desk Technician to provide call center report for our federal customer. This position will be a remote position. Due to customer requirements, the employee must be located in Hancock County, MS or adjacent counties. Travel to and from a customer site may be required for computer setup and service. The employee will be requires to obtain an A+, an HDI, and an ITIL certification within 6 months of hire. The cost of certification will be reimbursed.

Responsibilities

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.

Qualifications

Required Skills and Experience

• High School Diploma or equivalent

• 0-2 years experience

• Basic understanding of computer systems and how to use them

• Must have, or 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. Certification costs will be reimbursed by GovCIO.

Preferred Skills and Experience

• MCSA Office 365 certification

• A+ certification

• HDI or SDI certification

• ITIL Foundation certification

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

Posted Salary Range

USD $24.97 - USD $24.97 /Hr.

Company Overview

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?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process

• Virtual video interview conducted via video with the hiring manager and/or team

• Camera must be on

• A valid photo ID must be presented during each interview

• During the Hiring Process

• Enhanced Biometrics ID verification screening

• Background check, to include:

• Criminal history (past 7 years)

• Verification of your highest level of education

• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)

• Corporate Discounts

• Learning & Development platform, to include certification preparation content

• Training, Education and Certification Assistance*

• Referral Bonus Program

• Internal Mobility Program

• Pet Insurance

• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

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.