Service Desk Analyst #4719
Careers
- US-Remote Employee Location
- 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?
Responsibilities
- Respond to customer inquiries by phone, chat, or email
- Assess problems and issues related to, but not limited to:
o Hardware, such as, laptops, desktops, peripherals (mice keyboards, card readers, audio equipment)
o Software, such as, 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 journeyman service desk agents
- Escalate issues to appropriate support groups
- Monitor incoming calls for trends and report any issues to service desk leadership
- Participate in training new agents and provide on-going training to staff
Qualifications
- High School with 6 – 9 years (or commensurate experience)
- Advanced computer literacy skills
- 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
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
Compensation Range (In compliance with Colorado's Equal Pay for Equal Work Act for remote or positions located in CO)
$20.00-25.00
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