Job Details

Service Desk Analyst

GovCIO is currently hiring for a Service Desk Analyst that provides help desk and system deployment services for Appellate, District and Bankruptcy Case Management, Electronic Case Filing (CM/ECF). The analyst will be required to have troubleshooting, analytical, and decision-making skills to provide support and resolution to end-user issues or questions. The incumbent will provide operational and technical support to resolve application, functional and technical issues associated with CM/ECF. This position is located in the United States and will be a fully remote.

Responsibilities

Provide support for CM/ECF Utilize ITSM tool to create or track issues/requests Provide timely updates to tickets Perform remote troubleshooting Determine the best solution based on the issue and details provided by user Properly escalate unresolved queries to the next level of support Ensure proper recording, documentation, and closure for each issue Follow up with users, provide feedback and see problems through to resolution Preserve and grow the knowledge base for supported applications Review and provide recommendations regarding application instructional or procedural documentation

Qualifications

Bachelor's with 2-5 years (or commensurate experience) Required Skills and Experience Minimum 2 years of IT work experience Strong understanding of troubleshooting IT issues Flexibility and adaptability to handle different product service calls Good verbal and written communication skills

Clearance Required:

Must be able to acquire and maintain an AOUSC Public Trust Preferred Skills and Experience Experience with ServiceNow Software application Management experience Networking/Security experience Knowledge of the following products: Microsoft Office & Teams LINUX Understanding of ITIL best practices Background in Federal appellate, district and bankruptcy court operations Court experience with case management applications

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens. But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process If you are selected to move forward through the process, here's what you can expect: During the Interview Process Virtual video interview conducted via video with the hiring manager and/or team Camera must be on A valid photo ID must be presented during each interview During the Hiring Process Enhanced Biometrics ID verification screening Background check, to include: Criminal history (past 7 years) Verification of your highest level of education Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including: Employee Assistance Program (EAP) Corporate Discounts Learning & Development platform, to include certification preparation content Training, Education and Certification Assistance Referral Bonus Program Internal Mobility Program Pet Insurance Flexible Work Environment Available to full-time employees

Equal Opportunity Employer

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range: USD $55,000.00 - USD $70,000.00 /Yr.

Location: US-Remote

ID: 2026-7504

Category: Information Technology

Position Type: Full-Time