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# Service Desk Technician

- **Company:** GovCIO
- **Location:** United States (Remote available)
- **Experience:** Starter
- **Salary:** $51,938.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Microsoft Office, Network Service, SAP Sales and Distribution, Software Engineering, Software Systems, Information Technology
- **Published:** September 3, 2026
- **Apply:** https://www.dice.com/job-detail/e45a5392-c232-44bb-986c-3806b3c843d6

## About the Role

* High School Diploma or equivalent
 * 0-2 years experience
 * Basic understanding of computer systems and how to use them
 * 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. Certification costs will be reimbursed by GovCIO.

Preferred Skills and Experience

 * MCSA Office 365 certification

Clearance required: Must be able to obtain and hold a public trust clearance

## Description

The Service Desk Tech shall perform Tier 1 services by working directly with the Service Desk and staff 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 personnel requests for technical support.
 * Documents, tracks, and monitors problems to ensure timely resolution.
 * Provides first-tier support to end users for either PC, server or mainframe applications or hardware.
 * Interact with network services, software systems engineering, and/or applications development to restore service and/or identify the root cause.
 * Simulates or recreates user problems to resolve operating difficulties.
 * Recommend systems modifications to reduce user problems.
 * Operate within the SD AQL's, first call resolution, and speed of answer.
 * Perform password resets on applicable systems.
 * Collect information from callers and ensure that tickets are promptly and accurately documented in the applicable ticketing system.
 * Utilize the knowledge base to guide callers through resolution of reported issues.
 * Ensure that all email service requests are processed within acceptable contractual limits.
 * Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones.
 * Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.


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