Enterprise Service Desk Technician #5276


  • US-TX-Lackland AFB
  • Information Technology
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Company Overview

GovCIO is a team of transformers–people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.

But we can’t do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We’re changing the face of I.T. – from our diverse staff to the end-products we develop. And we’re excited to expand our team. Are you ready to be a transformer?


Provides technical support for computers and associated networks. Installs, troubleshoots, services, and repairs personal computers, network equipment such as servers, modems, multiplexers, related PC software, telephones, cables, and connectors. Provides personal computer, hardware, and software support. Installs, services, and repairs personal computers and installs attendant software. Connects personal computers and terminals to existing data networks. Maintains network diagrams and circuit records. Maintains trouble logs. Instructs users in the use of personal computers and networks. Investigates information, network, and communications needs of users, and makes recommendations regarding software and hardware purchases. Performs basic PC, PBX, and network software programming.

  • Confers with staff, users, and management to establish requirements for new systems or modifications.
  • Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
  • Answers questions or resolves computer problems for clients or staff in person, via telephone or from a remote location.
  • Maintains record of daily data communication transactions, problems and remedial action taken, and installation activities.
  • Develops training materials and procedures, and/or trains users in the proper use of hardware and software.

Specifically this position will:

  • Perform Tier 1, Service Desk Level I support which consists of Creating tickets, performing initial troubleshooting, and documenting the steps taken to resolve an incident.
  • Provide basic knowledge and support on MS operating system and common applications such as Office; diagnose and resolve client level issues and knowledge of networking principles, hardware components and exchange, and use of common ITSM and ITIL service support tools.
  • Track all assigned and created tickets through resolution.
  • Identify and resolve computer system malfunctions and operational problems.
  • Contribute to Knowledge Base (KB) articles after incidents are resolved.
  • Contribute to monthly metrics on service tickets.
  • Provide customer satisfaction surveys when incidents are resolved.
  • Identify and contribute to resolution of recurring incidents and coordinate escalation with higher Tier support levels when ticketed incidents exceed service desk capabilities to resolve. 
  • Monitor, comply with and contribute to Standard Operating Procedures (SOP) documentation.
  • Create user accounts using DRA (NetIQ).
  • Provisioning Jabber accounts and VOIPs.
  • Book AF gateways for VTC Bridging.
  • Monitor network outages.


  • Bachelor’s with 2 – 5 years (or commensurate experience)
  • Verified DoD Top Secret clearance with SCI eligiblity on Day 1
  • Experience with a service ticketing system, Service Now preferred
  • Current CompTIA Security+ CE certification
  • Current A+ CE certification
  • Proven customer service skills
  • Excellent oral and written communication abilities


  • ITIL 3 or later certification



GovCIO is a team of transformers — people who are passionate about transforming government I.T. 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 missoin. Are you ready to be transformer?

GovCIO is a team of professionals who want to make a difference. And that can only happen with a diverse, happy, and cared-for team. So, we prioritize your well-being, equity for all and look for ways to make work a better place for each of us every day.

We are an Equal Opportunity Employer.

All qualified applicants receive consideration for employment without regard to race, ethnicity, religious affiliation, gender, gender identity or expression, sexual orientation, national origin, or disability status. EOE AA M/ F/Vet/Disabled

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