IT Generalist (Remote)

United States

Suitability/Public Trust

Fully remote

Information Technology

Overview

GovCIO is currently hiring for a IT Generalist (Remote) to provide Customer Service support for a VA web based application. This position will be a fully remote within the United States position.

Responsibilities

Provides technical support for computers and associated networks. Installs, troubleshoots, services, and repairs personal computers, network equipment such as servers, modems, multiplexers, related PC software, telephones, cables, and connectors. Provides personal computer, hardware, and software support. Installs, services, and repairs personal computers and installs attendant software. Connects personal computers and terminals to existing data networks. Maintains network diagrams and circuit records. Maintains trouble logs. Instructs users in the use of personal computers and networks. Investigates information, network, and communications needs of users, and makes recommendations regarding software and hardware purchases. Performs basic PC, PBX, and network software programming.

• Confers with staff, users, and management to establish requirements for new systems or modifications.

• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

• Answers questions or resolves computer problems for clients or staff in person, via telephone or from a remote location.

• Maintains record of daily data communication transactions, problems and remedial action taken, and installation activities.

• Develops training materials and procedures, and/or trains users in the proper use of hardware and software.

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

• May need to communicate with software and hardware specialists for solutions

• Records solutions into database for other Help Desk professionals.

• Redirects issues to appropriate resource if necessary

• Must be knowledgeable of current technological issues and advancements.

Qualifications

Required Skills and Experience

• Bachelor's with 5 - 8 years (or commensurate experience)

• Respond to and resolve support requests via phone, email, and ticketing system.

• Diagnose and troubleshoot software issues.

• Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.

• Telephonic help desk support from 9:00 AM 6:00 PM EST Monday through Friday, 365 days per year, excluding Federal holidays except for Memorial Day and Veterans Day, which are key support days and may require extended support times.

• Document and track all support requests in the ticketing system.

• Escalate complex issues to senior technical staff as needed.

• Maintain and update knowledge base articles and user documentation.

• Participate in IT projects and initiatives as required.

Preferred Skills and Experience

• Strong knowledge of operating systems (Windows, macOS, Linux) and common applications.

• Excellent problem-solving and analytical skills.

• Strong communication skills, both verbal and written.

• Ability to work independently and as part of a team.

• Interacting with end users in a compassionate manner while addressing concerns of a personally sensitive nature (lost loved ones, burial information etc.)

• Process and/or approve/disapprove requests for Sentry or Next of Kin user permission sets.

• Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics.

• Manage and track the suspended-user process and propose to NCA staff those users who are repeat offenders for possible suspension of user privileges.

• Produce reports on relevant moderation statistics, issues, and outcomes to include but not limited to comment volume, comment review time, issues that require coordination or escalation, number of users, etc.

• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.

Clearance Required: Ability to obtain and maintain a Suitability/Public Trust clearance

Posted Salary Range

USD $65,000.00 - USD $75,000.00 /Yr.

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, heres 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 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.