Senior Service Desk Administrator

Overview

GovCIO is looking for a Senior Service Desk Administrator with an active Secret clearance to provide Tier I phone support and troubleshooting in compliance with established policies/procedures. This position will be an on-site position in Merrifield, VA.

Responsibilities

• Provide Tier I phone support and troubleshooting in compliance with established policies/procedures.
• Provide supplemental hands-on bedside support as needed.
• Meet contractual Service Level Agreements (SLAs) regarding speed to answer, first call resolution, abandonment rate, and customer satisfaction.
• Create, update, and track service requests/incidents within the ticketing system, and assist with maintaining/updating support documentation.
• Apply experience supporting Microsoft Windows environments, applications, troubleshooting, and resolving Tier 1 hardware and software problems with tools such as MS Office, Windows 10, Service Manager, and Microsoft Identity Manager (MIM).

Qualifications

High School with 6 - 9 years customer support (or commensurate experience)

 

Required Skills and Experience

• ITIL Foundations Certification
• Some IT customer service experience
• Flexible work schedule
• Available for weekend on call
• Ability to work independently and in a team environment
• Microsoft OneDrive experience
• Microsoft Office experience
• Apple iPhone experience
• ServiceNow experience
• Call center help desk experience

Clearance Required: Active Secret clearance and ability to obtain and hold DEA suitability clearance

 

Company Overview

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?

 

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• 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.

Posted Pay Range

 

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 ot