[Hiring] Help Desk Supervisor @Govcio LLC

Role Description

GovCIO is currently hiring for RES Help Desk Supervisors. These positions will be fully remote within the United States.

• Oversee Help Desk Engineers performing daily activities vital to the operation and support of Veteran Affairs for a new system.
• Act as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to the new software/hardware.
• Support the team in facilitating 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

• 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

Requirements

• Serve as the initial point of contact for the HD Engineers supporting end-users regarding the new system, providing support via phone, email, or in-person.
• Develop, maintain, and conduct training sessions and user manuals.
• Diagnose, troubleshoot, and resolve issues related to the new system, including software glitches, access problems, and integration issues.
• Log all inquiries in the ticketing system, tracking issues from initiation to resolution to identify recurring issues and improve system performance.
• Assist with user account setup, permissions, and system configurations. Ensure the new system is properly updated.
• Escalate complex, unresolved issues to developers or tier 2 IT support with detailed documentation.
• Maintain up-to-date documentation on user procedures, FAQs, and system known-issues.
• Strong understanding of IT systems, troubleshooting protocols, and familiarity with [Insert System Type, e.g., Windows/macOS, cloud software, etc.].
• Excellent verbal and written communication skills to explain technical processes to non-technical users.
• Strong analytical skills to diagnose issues.
• Previous experience in a help desk or IT support role.
• Ability to obtain and maintain a Suitability for Public Trust clearance.

Benefits

• Posted Salary Range: USD $67,000.00 - USD $80,000.00 /Yr.