Service Desk Technician

Govcio LLC

Hancock County, MississippiRemote OKFull time

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Pay: $25; an hour
Location: Hancock County, Mississippi
Work style: Remote OK
Job type: Full time
Posted: Nov 3; 1 day ago

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About the company

Govcio LLC

IT System Data Services · 1,001 to 5,000 employees

GovCIO was founded with a single purpose- to transform government IT.

We help government work better.

Using a holistic perspective, Agile methods, and latest advancements in IT, GovCIO addresses the most pressing challenges facing government organizations today.

Our teams, comprising industry, military, and government veterans, deliver high value IT solutions and services that optimize how our government customers operate. This allows them to focus on what’s really important- serving the needs of citizens.

From the U.S. military to Health and Human Services, we keep our customers at the forefront of digital innovation- allowing them to thrive today while preparing them to tackle any challenge the future may bring.

Learn more about us and what we do at GovCIO.com.

Govcio LLC on LinkedIn

What you'll do

The Service Desk Technician provides Tier 1 technical support by diagnosing and resolving incidents via phone, email, and personnel requests.
They are responsible for documenting issues in the ticketing system and collaborating with other technical teams to ensure service levels are met.

What you need

Candidates must have a high school diploma or equivalent and 0-2 years of experience.
They are required to obtain A+, HDI, and ITIL certifications within six months of hire and must be able to obtain a public trust clearance.
Education: a high school diploma or a professional certificate

Key skills

Service deskTechnical supportIncident diagnosisTroubleshootingTicketing systemsHardware supportSoftware supportPassword resetsKnowledge base managementCustomer serviceCall center operationsITILA+HDI

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Perks

Certification reimbursement

See full description on company page, apply now

Read the full posting here

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.