United States
Suitability/Public Trust
Fully remote
Information Technology
Overview
GovCIO is currently hiring for RES Help Desk Supervisors. These positions will be a fully remote positions within the United States.
Responsibilities
The RES Help Desk Supervisors oversee Help Desk Engineers who perform daily activities that are vital to the operation and support of Veteran Affairs for a new system acting as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to the new software/hardware. The supervisor will support the team as they facilitate user adoption by conducting training, writing documentation, and ensuring system uptime through prompt, professional, and courteous technical support.
There are two shifts for the HD Supervisor
7am Est to 4pm Est
10am Est to 7pm Est
Qualifications
Required Skills and Experience
Bachelor's degree with 5-8 years (or commensurate experience)
Minimum of 2 years of experience supporting public-facing helpdesk or equivalent
At least 5 years total professional experience
Proficiency in MS Word, Excel, and PowerPoint
Organized, self-directed, and able to work with minimal supervision·???????
Strong understanding of help desk and ticketing system (ServiceNow)
Strong communication skills for professional interactions with end users and stakeholders
Customer-centric approach to resolve issues efficiently while maintaining user satisfaction
Ability to work with cross-functional teams, including project managers, developers, and IT staff
Dependability for providing support during designated hours, ensuring timely response and resolution
Support & Training: Serve as the initial point of contact for the HD Engineer who are supporting end-users regarding the new system, providing support via phone, email, or in-person. Develop, maintain, and conduct training sessions and user manuals.
Troubleshooting & Diagnosis: Diagnose, troubleshoot, and resolve issues related to the new system, including software glitches, access problems, and integration issues.
Ticket Management: Log all inquiries in the ticketing system, tracking issues from initiation to resolution to identify recurring issues and improve system performance.
System Configuration & Maintenance: Assist with user account setup, permissions, and system configurations. Ensure the new system is properly updated.
Escalation: Escalate complex, unresolved issues to developers or tier 2 IT support with detailed documentation.
Documentation: Maintain up-to-date documentation on user procedures, FAQs, and system known-issues.
Technical Proficiency: Strong understanding of IT systems, troubleshooting protocols, and familiarity with [Insert System Type, e.g., Windows/macOS, cloud software, etc.].
Communication: Excellent verbal and written communication skills to explain technical processes to non-technical users.
Problem-Solving: Strong analytical skills to diagnose issues.
Experience: Previous experience in a help desk or IT support role.
Clearance Required :
Ability to obtain and maintain a Suitability for Public Trust clearance.
Posted Salary Range
USD $67,000.00 - USD $80,000.00 /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, here's 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.
