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GovCIO is a service-disabled-veteran-owned small business (SDVOSB) that offers technology services to improve business performance for government organizations.
IT Generalist
Location
United States
Posted
18 days ago
Salary
$65K - $75K / year
Seniority
Mid Level
No structured requirement data.
Job Description
IT Generalist
GovCIO
Role Description 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. - 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 - 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. Requirements - 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.
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