IT Service Desk Technician - Government IT

GovCIO LLC seeks an IT Service Technician to support our Information Technology & Technical Support team serving federal customers. In this role, you will provide tier 1-2 support, troubleshoot hardware, software, and network issues, manage user accounts, and ensure secure, reliable operations across desktops, laptops, and mobile devices. You'll collaborate closely with cybersecurity and infrastructure teams, contribute to process improvements, and help advance GovCIO's mission to transform government IT through agile, customer-centric service. This position offers strong growth potential in federal IT within a culture focused on innovation and continual learning.

Responsibilities

• Provide tier 1-2 technical support for Gov
• CIO staff and federal clients via phone, email, and ticketing systems.
• Troubleshoot and resolve issues with laptops, desktops, mobile devices, printers, and peripherals.
• Administer user accounts, permissions, and groups in Active Directory and related systems.
• Install, configure, and update operating systems, software, and security tools in alignment with cybersecurity practices.
• Support network connectivity, VPN access, and basic routing/switching issues.
• Document incidents, resolutions, and standard operating procedures in a knowledge base.
• Collaborate with cybersecurity and infrastructure teams to implement secure configurations and patches.
• Participate in on-call rotations and escalate complex problems to senior engineers as needed.
• Contribute to continuous improvement initiatives, recommending tools and process enhancements.
• Educate end users on IT best practices, security awareness, and self-service resources.

Required Skills

• Windows and mac
• OS administration
• Service desk / ticketing systems (Service
• Now or similar)
• Hardware installation and troubleshooting
• Active Directory account and group management
• Basic networking (TCP/IP, DNS, DHCP, VPN)
• Endpoint security tools and patch management
• Remote support tools
• Scripting or automation basics (Power
• Shell, Bash)
• Documentation and knowledge base management
• ITIL-based incident and request management