PC Support Technician

Overview

GovCIO is currently hiring for a Service Desk Technician to provide call center support for our federal customer. This position is located in Kiln, MS and will be a hybrid position, transitioning to a fully remote position in mid-March.

• 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.
• Interacts 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.
• Recommends systems modifications to reduce user problems.
• Operates within the SD AQLs, first call resolution, and speed of answer.
• Performs password resets on applicable systems.
• Collects information from callers and ensures that tickets are promptly and accurately documented in the applicable ticketing system.
• Utilizes the knowledge base to guide callers through resolution of reported issues.
• Ensures that all email service requests are processed within acceptable contractual limits.
• Ensures that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spikes on the phones.
• Ensures that a response to every contact is acknowledged to the requester, documented accurately and worked as a first contact resolution or assigned appropriately.

• High School Diploma or equivalent
• 0-2 years experience
• Basic understanding of computer systems and how to use them

• MCSA Office 365 certification
• ITIL Foundation certification

Clearance required:

Must be able to obtain and hold a public trust clearance

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can t do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment
• Available to full-time employees

Our employees  unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range USD $24.97 - USD $24.97 /Hr.