Network/Systems Associate 2

GovCIO is currently hiring for a Floor Support/Service Desk Analyst responsible for being the second line of contact for each of our customer calls. This individual will ascertain the nature of the call and results from first line troubleshooting, perform deeper analysis, and resolve issues with a high degree of success, collaborating with escalated and cross-team support as necessary.This position will be located in Washington, DC and will be a hybrid remote position with 3 days on site near the Verizon Center.  

• Support end user software and hardware enhancements and technical problems; build, configure. 
• Provide rapid, customer-centric support to identify and resolve issues with laptops, Microsoft products, Zoom, various personal devices such as iPhones, Android phones, and tablets, among others.
• Support Service Now tickets and manage incidents, service requests, and problems through their full lifecycle
• Troubleshoot end user incidents in depth to resolution and identify root cause
• Provide support for on-boarding and off-boarding new and departing employees
• Image and deploy laptops and mobile devices to new users and to replace failing equipment
• Diagnose and correct computer and mobile device systems issues.
• Perform incident analysis to determine possible cause and potential fix
• Update tickets and continuously coordinate necessary work
• Document status updates and communicate to necessary parties
• Document troubleshooting steps and knowledge articles

• Bachelor's with 2 - 5 years (or commensurate experience)
• Experienced working in a deskside or remote support environment
• Someone with experience troubleshooting Windows, Mac, iOS, and Linux Operating Systems
• Someone with a high-energy work ethic who enjoys customer facing, white glove service
• There will be some shift work with a rotational early / late starts to support a national 0700 to 6P service window (9P EST to pick up West Coast support from time to time).
• Clearance Requirement: Ability to obtain and maintain a Public Trust
• US Citizenship is required

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.

Salary : $65,000 - $73,000