Service Desk Technician

GovCIO LLC seeks a Service Desk Technician to support federal customers with reliable, secure IT services. In this mission-driven role, you’ll provide first-line support for hardware, software, networks, and accounts, resolving tickets via phone, chat, and email. You’ll troubleshoot issues, escalate complex incidents, and document solutions while following ITIL and federal security standards. Work with modern tools in a collaborative, fast-paced environment, grow your skills through training and mentorship, and contribute directly to critical government missions and improved citizen services., * Provide first-level technical support for Windows, mac

• OS, mobile devices, and peripherals via phone, chat, and ticketing system
• Troubleshoot and resolve hardware, software, network, and account access issues for federal end users
• Log, prioritize, and update incidents and service requests; escalate complex issues per defined SLAs
• Configure, deploy, and support laptops, VPN, and collaboration tools in a secure federal IT environment
• Follow ITIL-based service desk processes and document resolutions and knowledge articles
• Support account provisioning, password resets, and identity/access management tasks
• Collaborate with engineering, cybersecurity, and application teams to resolve recurring problems
• Monitor queues and system alerts to ensure uptime and quick response to mission-critical services
• Adhere to security, compliance, and change-management policies for federal systems
• Contribute to process improvements, automation, and knowledge-sharing within the service desk team

• Service desk support
• Windows and mac
• OS support
• Ticketing systems (Service
• Now/Jira/Freshservice)
• Basic networking (TCP/IP, DNS, VPN)
• Active Directory and account administration
• Remote support tools
• Office 365/Google Workspace support
• ITIL-based incident management
• Endpoint configuration and imaging
• Cybersecurity best practices for end-user support