IT Support Help Desk Specialist

Overview:

GovCIO is currently hiring a Junior IT Support Help Desk Specialist to join our team, supporting a critical program with the U.S. Coast Guard. This position is located in Washington, DC and will be an onsite position.

Responsibilities:

The Junior IT Support Help Desk Specialist will primarily focus on initial incident response, documentation, and resolution of common IT issues, working closely with the Senior and Journeyman staff to escalate more complex problems.

• Provide initial point of contact (Tier 1 support) for users experiencing hardware, software, and basic network issues via phone, email, and ticketing system.
• Perform foundational troubleshooting for standard operating environments, including Windows 10/11, M365 suite applications (Outlook, Word, Excel, Teams), and basic network connectivity issues.
• Accurately document all incidents and service requests within the enterprise ticketing system (e.g., ServiceNow), ensuring clear communication and adherence to established ITIL incident management processes.
• Assist with user