IT Generalist (Remote)

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.