Job Description
Provide Tier I phone support and troubleshooting in compliance with established policies/procedures. Provide supplemental hands-on desk-side support when required. Meet contractual Service Level Agreements (SLAs) regarding speed to answer, first call resolution, abandonment rate, and customer satisfaction. Create, update, and track service requests/incidents within the ticketing system, and assist with maintaining/updating support documentation. Support Microsoft Windows environments and resolve Tier 1 hardware and software problems with tools such as MS Office and Windows 10.
About GovCIO
GovCIO is a team of transformers--people who are passionate about transforming government IT, delivering innovative IT services and solutions.