Sr. Service Desk #4659


  • US-VA-Alexandria
  • 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 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?


Provide Help Desk IT and full life cycle support on contract to the Department of Defense (DoD) program led by the Defense Technology Security Administration (DTSA). DTSA SPAN Support team receives all Security Policy Automation Network (SPAN) applications trouble reports, performs and provides SPAN System training. The Team assists over 112 Sites at approximately 86 foreign embassies on an unclassified network that is accessed through proprietary software known as the Foreign Visits System. The team also supports over 700 users across 200 DoD Sites that have access to five separate software programs: Foreign Visits System (FVS), USXPORTS, ELISA, Foreign Visits System-Confirmation Module (FVS-CM), SPACELINK, and the exceptions to the National Disclosure Policy System (NDPS). The SPAN Support Team is located within the Mark Center in Alexandria, VA.

  • Assist potential end users with SPAN registration
  • Assist registered SPAN end users with understanding and adhering to DTSA policy and procedures.
  • Responsible for the administration, support and troubleshooting of all SPAN programs and supporting hardware.
  • Creates, validates, and maintains all access to SPAN user accounts.
  • Coordinates with the IT Support Team the Installation, implementation, maintenance, and support of internal and external networks.
  • Assist registered SPAN end users with installation, configuration, and updates of authentication packages on NIPRNET and SIPRNET to ensure they can connect to their respective SPAN applications.
  • Applies proven communication skills, problem-solving skills, and knowledge of best practices to guide the development team on issues related to the design, development, and deployment of information and software systems.
  • Study, research and recommend cost-effective, innovative, and where possible automated approaches for system administration tasks.
  • Works with SPAN program developers to diagnose, implement and support the applications.
  • Establishing and tracking metrics related to key performance objectives and service levels.
  • Coordinate within IT Support to provide in house (DTSA) end users on-call support on as needed.
  • Contributes to design of the SPAN programs, integration, and installation.
  • Design and implement redundant systems, policies and procedures for Data Archiving and Recovery to ensure effective availability and protection, as well as integrity of data assets.
  • Document and update technology related instructions and procedures as required
  • Perform Onsite Cross Domain Transfers utilizing the Aegis Secure Key (3z 256-bit) AES XTS Encryption USB3.0 Client by Apricorn for data transfers between NIPR, SIPR and Commercial Domains for internal teams and other DTSA clients.
  • Perform virus scans on incoming media and place files on destination networks when required.
  • Maintain knowledge of Cross Domain Solutions, regulations, and policies.
  • Submit and Respond to tickets on enterprise network for PKI and TA request.
  • Perform daily checks of website accessibility and email connectivity to determine the status of systems and services.
  • Maintain documentation for the tasks and procedures.
  • Provide PKI advisory and assistance service support to network users.
  • Coordinate with Registration Authorities (RA) and other Trusted Agents to accomplish tasks.

Required Qualifications

  • Bachelor’s with 5-8 years (or commensurate experience)
  • 5+ years’ experience in Help/Service Desk or other IT Support roles
    • Experience using a ticketing system (i.e, ServiceNow, JIRA, SCSM, etc)
    • Experience with DNS, DHCP, Active Directory, GPOs, and DR concepts
  •  CompTIA A+ CE and Security+ CE
  • Must have, or be able to obtain within 90 days of hire, a Microsoft Azure Fundamentals (AZ-900) certification
  • Must have an active DoD Secret clearance (or above)

Desired Qualifications

  • Understanding of networking concepts
  • PKI/PKE experience
  • Experience using Cross Domain Transfer software
  • Experience with Registration Authorities (RA) and other Trusted Agents


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.
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