Service Desk Technician

🔥 13 hours ago

🎸 Mississippi – Remote

🎸 Mississippi – Remote

💵 $24 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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GovCIO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💼 Consulting

🏛️ Government

🔒 Cybersecurity

Consulting • Government • Cybersecurity

GovCIO is a technology company that specializes in providing digital solutions and IT services to government agencies. Their focus is on transforming public sector operations through innovative technology, thereby enhancing the efficiency and effectiveness of government services.

📋 Description

• Provide call center support for a federal customer • Perform Tier 1 services by working directly with the Service Desk and staff to achieve service levels • Respond to and diagnose incidents through discussions with users • Provide end-user support on a variety of issues • Identify, research, and resolve technical problems • Respond to telephone calls, email, and personnel requests for technical support • Document, track, and monitor problems to ensure timely resolution • Provide first-tier support for PC, server, or mainframe applications and hardware • Interact with network services, software systems engineering, and applications development to restore service or identify root causes • Simulate or recreate user problems to resolve operating difficulties • Recommend system modifications to reduce user problems • Operate within SD AQLs, first-call resolution, and speed-of-answer targets • Perform password resets on applicable systems • Collect caller information and accurately document tickets in the applicable ticketing system • Use the knowledge base to guide callers through issue resolution • Process email service requests within acceptable contractual limits • Provide Tier 1 phone support training to the email team when needed • Acknowledge, document, resolve, or appropriately assign every contact

🎯 Requirements

• High School Diploma or equivalent • 0-2 years experience • Basic understanding of computer systems and how to use them • Must be located in Hancock County, MS or adjacent counties • Must have, or be able to obtain within six months of hire, an ITIL Foundation certification, an A+ Certification, and a Helpdesk Institute or Service Desk Institute certification • Must be able to obtain and hold a public trust clearance • Shift flexibility required for 24/7 operations • MCSA Office 365 certification preferred • A+ certification preferred • HDI or SDI certification preferred • ITIL Foundation certification preferred

🏖️ Benefits

• Certification costs reimbursed by GovCIO • Remote work position • Travel to and from a customer site may be required for computer setup and service

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