Senior Service Desk Administrator

OverviewGovCIO is currently hiring for a Senior Service Desk Administrator to provide user support and customer service on government customer computer applications and platforms. This position will be a fully remote within the United States position.ResponsibilitiesProvides user support and customer service on government customer computer applications and platforms. Troubleshoots problems and advises on the appropriate action. Answers calls and creates tickets for user issues and requests. Responds to user requests via phone and email. Escalates tier 2 and tier 3 issues to supervisor and/or technical lead. Tracks all issues to closure.Job Responsibilities:

Configures and supports (remotely) desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.

Configures IT devices for secure operation, including installation of software, security and software updates, and other configurations remotely as required.

Diagnoses hardware and software failures, communicates the remediation plans to users, and provides status updates.

Provides remote software support for users of customer-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.

Supports customer proprietary software.

Provides virtual assistance sessions with users remotely.

Develops technical how-to guides for review and inclusion as a knowledge base article.

Ability to professionally handle high pressure events and with challenging users.

Answers user calls, processes user emails, voicemails, and self-service portal requests.

Updates interactions in ServiceNow and addresses by creating Incidents, Service Requests and/or closes interactions as laid out in ticket handling procedures.

Performs diagnostics, analysis, fixes, or other actions to resolve user issues and/or requests.

Follows set policies and procedures when assisting users to ensure proper handling of requests.

Contributes knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures), Knowledge Base Articles (KBs), and Training manuals for Tier I support.

Works with Tier I/II/III and other groups to resolve technical problems.

Maintains a professional attitude providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed.

Supports continuous improvement in the process and quality of the operations by identifies items for possible improvement and/or automation.

Participates in troubleshooting of issues with the drive towards root cause identification and resolution.

Logs, verifies, and updates, as necessary, user profiles for incidents and service requests using the current IT Service Management tool (ServiceNow).

Ensures incidents and service requests are properly escalated and assigned to appropriate individual/groups.

Maintains ownership of the incident until resolved or assigned to another group.

Communicates with users concerning the status of incidents and service requests.

Compiles data through incident entry that will be used for management information and reporting.

Executes the day-to-day activities of the Incident Management Process.

Performs QA and resolution of incidents.

Forwards unhappy customers to proper escalation point.

QualificationsHigh School with 5+ years of technical support experience in current desktop and laptop computers and Microsoft Windows 10/11 operating and 3+ years of technical support experience in Microsoft Office suite and ServiceNowRequired Skills and Experience

Experience using ticketing system (prefer ServiceNow)

Experience with remote software

Experience mentoring entry level staff

Proven ability to meet and/or exceed Service Level Agreements

Strong customer service and end user equipment support skills

Strong written and oral communications required.

Ability to work core hours of Mon-Fri 6AM-6PM, and flexible to work other hours, if needed

Preferred Skills and Experience

Associate's Degree

ITIL foundations certification or ability to obtain certification within 6 months

One or more of the following certification is desired: CompTIA Security+ CompTIA Network+ CompTIA A+ HDICSC: HDI Desktop Support Technician Microsoft 365 Certified: Modern Desktop Administrator Associate

Clearance Required: Secret with ability to obtain and keep DEA suitability.Company OverviewGovCIO is a team of transformerspeople 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?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 RangeThe 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 the 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 RangeUSD $61,200.00 - USD $86,700.00 /Yr.Submit a referral to this job (https://careers-govcio.icims.com/jobs/4552/senior-service-desk-administrator/job?mode=apply&apply=yes&iniframe=1&hashed=-1834385473)Location US-RemoteID 2024-4552Category IT Infrastructure & Network Engineering & OperationsPosition Type Full-Time