Service Desk Analyst-SME #3262


  • US-VA-Fairfax
  • Information Technology
  • Suitability/Public Trust
  • Fully remote
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GovCIO is currently hiring for a Service Desk Analyst to provide first-line technical support to the organization's end-users to resolve issues related to IT hardware and software.  This position will be fully remote and must live within a 2-hour commute of an EPA-supported site.


  • Respond to customer inquiries by phone, chat, or email
  • Assess problems and issues related, but not limited, to:
     o Hardware, such as laptops, desktops, peripherals (monitors,mice, keyboards, port replicators, card readers, audio equipment, etc.)
    o Software, including Windows 10/11, Microsoft Office365, SharePoint, OneDrive, Adobe Acrobat
    o Active Directory account issues
    o Mobile Devices
    o VPN clients
    o Virtual Desktops
  • Receive, prioritize, document, and actively resolve end-user help requests and incidents in ServiceNow
  • Receive escalated issues from senior Service Desk Agents
  • Escalate issues to appropriate support groups
  • Monitor incoming calls for trends and report any issues to Service Desk leadership
  • Coordinate with leadership to manage outages and degradations and facilitate communications to staff, stakeholders, and end-users
  • Participate in training new Service Desk staff and provide on-going training to staff
  • Collaborate with tier three support groups to establish relationships, prepare for changes and updates to the environment, gather support documents, etc.


  • High School with 6-9 years (or commensurate experience)
  • Experience with ServiceNow or similar ticketing systems

  • Experience with troubleshooting Windows-based systems, hardware, software, mobile devices

  • Experience with Active Directory or similar system, specifically related to account management

  • Experience with project-related tasks
  • Experience in a specialized or domain-focused role

Clearance Required: Must be able to acquire Public Trust


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?

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.

Pay range: $54,310 - $86,890 Annually

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