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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** GovCIO - **Location:** Gulfport, MS, 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 27, 2026 - **Apply:** https://www.careerjet.com/job/usbd2c5240f56f25837fcbd1c2f319b2cc/eaa ## 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 ## Description GovCIO is currently hiring for a Service Desk Technician to provide call center report for our federal customer. This position is located in will be a remote position. Due to customer requirements, the employee must be located in Hancock County, MS or adjacent counties. Travel to and from a customer site may be required for computer setup and service., 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. ## Related Videos - [Rethinking Intelligence: AI, Accessibility, and the Future of Inclusive Work - Artur Ortega](https://www.wearedevelopers.com/videos/1377-rethinking-intelligence-ai-accessibility-and-the-future-of-inclusive-work-artur-ortega) - [Coffee with Developers - Scott Chacon on growing GitButler and the future of version control](https://www.wearedevelopers.com/videos/914-coffee-with-developers-scott-chacon-on-growing-gitbutler-and-the-future-of-version-control) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [You click, you lose: a practical look at VSCode's security](https://www.wearedevelopers.com/videos/717-you-click-you-lose-a-practical-look-at-vscode-s-security) - [Building Systems that Last](https://www.wearedevelopers.com/videos/1389-building-systems-that-last) - [Demystifying application networking in the cloud](https://www.wearedevelopers.com/videos/675-demystifying-application-networking-in-the-cloud) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [IT Salaries in Germany](https://www.wearedevelopers.com/magazine/287-it-salaries-in-germany) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know)