Jr Service Desk Technician (Tier 1.0) #3112

Careers

  • US-MS-Hancock County
  • Information Technology
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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?

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 correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends 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 applicable ticketing system.
  • Utilize the knowledge base to guide callers through resolution of reported issues.
  • Ensure that all email service requests are processed within the AQL’s.
  • 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

  • US Citizen
  • High School Diploma or equivalent
  • 0-2 years experience.  Will train the right candidate
  • Must be able to obtain/hold T1 Public Trust “clearances” supported by a Limited Background Investigation

Desired Qualifications

  • MCSA Office 365 certification
  • ITIL Foundation certification

#cjpost  #zr  

COVID Policy: New employees will be required to adhere to the Company’s and its clients’ COVID-19 safety procedures. In the event that the COVID-19 vaccination mandate for Federal Contractors is enforced, you must become fully vaccinated or request and be approved for an exemption. Employees working onsite at a client location must comply with our client’s COVID-19 requirements.

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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