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Help Desk Support

Company: GovCIO
Location: Honolulu
Posted on: April 1, 2024

Job Description:

Overview
GovCIO is currently hiring forHelp Desk Support to a sustainment and adaptive maintenance contract under VRE PSES. This position is a remote position.
Responsibilities
GovCIO is seeking a candidate for the position of Help Desk Analyst to support the Department of Veterans Affairs BAM Portfolio. Resolve technical problems and answers queries received through an established ticketing system or e-mail in support of customer application use. Diagnoses, identifies, isolates, and analyzes problems utilizing guidelines and prescribed solutions. May route tickets to more appropriate teams. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.



  • Responsible for investigating and identifying software related problems


  • Effectively communicates step-by-step solutions to end-users


  • May need to communicate with software specialists or development team for solutions


  • Records solutions into database for other Help Desk professionals and accurate record keeping


  • Redirects issues to appropriate resource if necessary


  • Must be knowledgeable of current technological issues and advancements


  • Maintains monthly reports through PP, verbal delivery, Jira updates etc.


    Qualifications
    Associate's with 5 - 8 years (or commensurate experience)
    Required Skills and Experience


  • Experience in customer service or assisting with customer facing problem solving


  • Strong attention to detail


  • Experience working on a team towards a common goal


  • Strong problem solving skills


  • Strong verbal and written skills


  • Positive attitude and willingness to step in, where needed


    Preferred Skills and Experience


    • Experience working in an IT environment


    • Experience with Jira and Confluence


    • Experience working in SNOW as a ticketing system


      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?
      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 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 Range
      USD $55,000.00 - USD $65,000.00 /Yr.
      Submit a referral to this job (https://careers-govcio.icims.com/jobs/3912/help-desk-support/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834385473)
      Location US-Remote
      ID 2024-3912
      Category IT Infrastructure & Network Engineering & Operations
      Position Type Full-Time

Keywords: GovCIO, Honolulu , Help Desk Support, Other , Honolulu, Hawaii

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