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Service Desk Support Specialist

Service Desk Support Specialist

GovCIOBoston, MA, United States
1 day ago
Job type
  • Full-time
Job description

Overview

GovCIO is excited to invite applications for the role of Service Desk Support Specialist. This position requires an active Secret clearance and involves providing Tier I phone support and troubleshooting in accordance with established policies and procedures. The position is fully remote within the United States.

Responsibilities

  • Deliver effective Tier I phone support and troubleshooting as per established guidelines.
  • Offer supplemental hands-on desk-side support as needed.
  • Achieve contractual Service Level Agreements (SLAs) regarding response time, first call resolution, abandonment rate, and customer satisfaction.
  • Create, update, and monitor service requests / incidents in the ticketing system, while assisting in maintaining support documentation.
  • Support Microsoft Windows environments and troubleshoot Tier I hardware and software issues, including MS Office and Windows 10.

Qualifications

  • High School diploma combined with 3 - 6 years of IT support experience (or equivalent experience).
  • Active Secret clearance with the ability to obtain and maintain DEA suitability.

    • Company Overview

    GovCIO represents a dedicated team focused on transforming government IT. We strive to positively impact by delivering innovative IT services and solutions, enhancing the operations of government agencies and serving our citizens effectively.

    We are on the lookout for passionate individuals who want to join our mission in changing government IT and building a workforce that celebrates diversity and innovation. Are you ready to be a part of this transformative journey?

    What You Can Expect

    Interview & Hiring Process

  • Selected candidates will undergo a virtual video interview with the hiring manager or team.
  • Cameras must be turned on during the interview.
  • A valid photo ID is required for each interview.
  • The hiring process includes enhanced biometrics ID verification and a thorough background check covering criminal history, education verification, and employment history.

    • Employee Perks

    Our employees enjoy meaningful work in a collaborative atmosphere. Beyond standard health benefits, we offer a variety of perks, including :

  • Employee Assistance Program (EAP)
  • Corporate Discounts
  • Learning & Development opportunities, including certification prep content
  • Training, Education, and Certification Assistance (available to full-time employees)
  • Referral Bonus Program
  • Internal Mobility Program
  • Pet Insurance
  • Flexible Work Environment

    • At GovCIO, our employees' unique skills and contributions are essential to our success. Join us in fostering a culture that prioritizes employee well-being and continuous improvement.

    GovCIO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, identity or expression, sexual orientation, national origin, disability, or veteran status.

    Posted Salary Range

    The posted salary reflects the expected range for this role at commencement. However, actual base pay may vary based on various factors, including market location, job-related knowledge, skills, education, and experience. The total compensation package may also include other elements discussed during the hiring process.

    Salary Range : USD $70,000.00 - USD $70,000.00 / Yr.

    Location

    Fully remote within the United States.

    ID

    2025-6891

    Category

    Administrative Services / Customer Support

    Position Type

    Full-Time

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    Service Desk Specialist • Boston, MA, United States