Service Desk Analyst #3343


  • US-VA-Sterling
  • 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 governmental operations that improve the citizen experience every 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? 


A Service Desk Analyst will provide Tier 1 Level Support to DEA personnel located throughout the work to support DEAs Sensitive but Unclassified (SBU) and Secret Networks. The Service Desk Analyst’s work is tracked through it’s ACD System and Enterprise ticketing software.  Tickets are tracked and measured with a focus on high customer service and metrics like First Call Resolution, Call Abandonment Rate and Speed to Answer.



  • Provide Tier 1 phone support and troubleshooting in compliance with established policies / procedures
  • Meet contractual Service Level Agreements (SLAs) in regards to speed to answer, first call resolution, abandonment rate, and customer satisfaction
  • Create, update, and track service requests / incidents within ticketing system
    • Provide courteous, knowledgeable, and professional troubleshooting for reported problems
    • Properly identify and categorizing of calls
    • Properly escalate of problems
    • Conduct follow up calls
    • Conduct follow up on largescale reported problems
    • Maintain and update a library of Standard Operating Procedures
    • Assist users with connectivity issues with hardware and software capabilities


  • High School with 0 – 3 years (or commensurate experience)
  • Experience supporting Microsoft Windows environments and Microsoft software
  • Experience troubleshooting and resolving Tier 1 hardware and software problems
  • US Citizenship required
  • Active DoD Secret Clearance (or ability to obtain and maintain a Security Clearance)
  • Ability to obtain and pass a DEA Suitability Clearance



Desired Skills:

  • Bachelor’s degree is an asset
  • ITIL Foundations v4
  • Security +


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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