Service Desk Technician 2.0 #5137

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

Responsible for performing daily office tasks such as filing, recording, maintaining records, copying, posting, and other similar duties, using a computer terminal, typewriter, and other word processors. Follows organization and department procedures to complete tasks in a timely manner.

1. Maintains and updates filing, inventory, mailing, and database systems, either manually or using a computer.
2. Operates office machines, such as photocopiers and scanners, facsimile machines, voice mail systems and personal computers.
3. Greets visitors, answers telephones, directs calls and takes messages.
4. Inventories and orders materials, supplies, and services.
5. Opens, sorts and routes incoming mail, prepares outgoing mail, receives incoming packages.

Responsibilities

Position Title: Service Desk Technician (Tier 2)

Reports to: Service Desk Manager or Lead

Location: Stennis, MS

This position provides an opportunity to support vital functions for the United States Citizenship & Immigration Services (USCIS), Office of Information Technology (OIT), supporting programs managing our nation’s fundamental foreign person processing services. The USCIS processes applications and petitions for immigration and citizenship benefits, promotes an awareness and understanding of citizenship, and ensures the integrity of the United States immigration system. These functions and processes include employment authorization, asylum, resident alien processing, and citizenship naturalization, and the successful candidates will help the USCIS OIT provide information technology (IT), expertise, and the support services necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products. 

GovCIO employees work closely with USCIS personnel to deliver high end service solutions that allow them to maintain mission continuity. The selected candidates will work with high-performance collaborative teams to deliver best-in-class services and solutions in technical support, systems refresh, software integration, and operations support to clients in CONUS and OCONUS locations.

The Service Desk Tech shall perform Tier 2 services, working directly with the Service Desk leads 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 chat requests for technical support.
• Documents, tracks, and monitors problems to ensure timely resolution.
• Provides first-tier support to end users for all hardware and software issues.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Operates within the SD AQLs for first call resolution, speed of answer, and e-mail response.
• Performs password resets on applicable systems.
• Collects information from callers and ensures that tickets are promptly and accurately documented in applicable ticketing system.
• Utilizes the knowledge base to guide callers through resolution of reported issues.
• Ensures that all email service requests are processed within the AQL’s.
• Assists with email, fax, and other contact types when incoming call volume is low.
• Ensures that a response to every contact is acknowledged to requestor, documented accurately, and worked as a first contact resolution or assigned appropriately.
• Troubleshoots Commercial off the Shelf (COTS) software and operating system issues.
• Manages and maintains the Service Desk Knowledge Management (KM) articles in a way that is sufficient and sustainable for the provision of optimal support. 
• Supports USCIS government-furnished equipment and USCIS systems support used for telework.
• Accepts warm transfers from Tier 1 support agents and assists in meeting first call/contact resolution.
• Supports USCIS government furnished mobility systems and equipment.
• Performs remote support of application or operating system errors.
• Other duties as assigned.

Required Qualifications

• US Citizen
• High School diploma or equivalent
• Must be able to obtain/hold T1 Public Trust “clearances” supported by a Limited Background Investigation
• 2-5 years experience working at a high level in a tech support environment.

 Desired Qualifications

• MCSA Office 365 certification
• ITIL Foundation certification

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