GovCIO is seeking a skilled Service Desk Administrator with an active Secret clearance to join our DEA Bluestone program.
Provide Tier I phone support and troubleshooting, resolve hardware and software issues, and maintain a high level of customer satisfaction.
This fully remote role offers the opportunity to contribute to a critical government mission. 2-5 years of Service Desk experience and a Bachelor’s degree are preferred.
- Job Title: Remote Service Desk Administrator – DEA Bluestone Program;
- Company: GovCIO;
- Location: Remote, USA;
- Clearance: Active Secret Clearance;
- Salary: Not specified (see posting for details).
Deliver Exceptional IT Support: Remote Service Desk Administrator at GovCIO
Are you a customer-focused IT professional with a passion for problem-solving? GovCIO is seeking a dedicated Service Desk Administrator to join our team supporting the DEA Bluestone program.
In this fully remote role, you’ll provide Tier I phone support and troubleshooting, ensuring a positive user experience for our clients.
Position Overview:
As a Remote Service Desk Administrator, you’ll be the first point of contact for users encountering technical challenges. Your expertise will be instrumental in diagnosing and resolving issues, providing guidance, and escalating complex problems as needed.
You’ll work closely with users across the DEA Bluestone program, ensuring their needs are met and their productivity is maximized.
We’re looking for an individual with a strong customer service orientation and a passion for technology. If you’re ready to leverage your skills and make a real difference in a critical government program, this is the perfect opportunity for you.
Responsibilities:
- Tier I Phone Support: Provide prompt and courteous phone support to users, troubleshooting and resolving a variety of technical issues.
- On-Site Support: Provide occasional hands-on, desk-side support when required (travel may be involved).
- Service Level Agreements (SLAs): Meet contractual SLAs related to response times, first call resolution, abandonment rate, and customer satisfaction.
- Ticketing System Management: Create, update, and track service requests and incidents within the ticketing system.
- Documentation: Assist with maintaining and updating support documentation.
- Microsoft Environments Support: Troubleshoot and resolve Tier 1 hardware and software problems in Microsoft Windows environments, including MS Office and Windows 10.
Qualifications:
- Education: Bachelor’s degree with 2-5 years of Service Desk support experience (or commensurate experience) preferred.
- Clearance: Active Secret clearance.
Quick Tips for Applicants: Stand Out as the Ideal Service Desk Administrator
- Showcase Your Customer Service Excellence:
- Go the Extra Mile: Share specific examples of how you’ve gone above and beyond to provide exceptional customer service in previous help desk roles. Highlight instances where you’ve turned a frustrated user into a satisfied one or resolved a complex issue with empathy and efficiency.
- Active Listening and Empathy: Demonstrate your ability to truly listen to users, understand their concerns, and empathize with their frustrations. Highlight instances where your active listening skills helped you identify the root cause of a problem and provide a tailored solution.
- Clear Communication: Effective communication is paramount in a remote help desk role. Showcase your ability to explain technical concepts in simple terms, provide clear instructions, and document solutions accurately.
- Highlight Your Technical Skills:
- Troubleshooting Expertise: Emphasize your proficiency in troubleshooting hardware and software issues, diagnosing problems, and implementing solutions. Provide examples of specific technologies or systems you’ve supported and the types of issues you’ve resolved.
- Microsoft Environments: Highlight your experience supporting Microsoft Windows environments, including MS Office and Windows 10. If you have experience with other relevant software or tools, be sure to mention them.
- Demonstrate Your Remote Work Readiness:
- Self-Motivation and Discipline: Remote work requires a high degree of self-motivation and discipline. Share examples of how you’ve successfully managed your time, prioritized tasks, and met deadlines without direct supervision.
- Effective Communication in a Virtual Setting: Highlight your experience using communication tools like phone, email, and chat to collaborate with colleagues and provide remote support.
- Proactive Problem-Solving: Demonstrate your ability to take initiative and resolve issues independently, even when working remotely. Share examples of how you’ve proactively identified and addressed potential problems before they escalated.
- Align with GovCIO’s Values:
- Passion for Transformation: GovCIO is passionate about transforming government IT. In your cover letter, express your enthusiasm for this mission and your desire to make a positive impact through your work on the DEA Bluestone program.
- Commitment to Service: Highlight your dedication to providing exceptional customer service and supporting the mission of the DEA.
- Be Prepared for a Fast-Paced Environment:
- Multitasking and Prioritization: Service Desk roles can be fast-paced, with multiple incoming requests. Showcase your ability to multitask effectively, prioritize tasks based on urgency and importance, and maintain composure under pressure.
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