Job Description
GovCIO is currently hiring for a Triage Analyst to support our client’s contract needs. This position involves providing technical support, diagnosing and resolving issues, and handling support requests for users. Responsibilities Triage tickets, answer phone calls, and create tickets for customers’ issues. Help resolve what you can within a 15-minute period or pass onto a higher-tier team at the Service Desk Respond to customer questions and troubleshooting technical issues related to hardware, software, and network problems Perform system administration duties, including (looking users up in Active Directory Ask questions, use problem-solving skills, and document all work details in the tickets to help find the root cause of problems for the higher tiers Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system Report significant or recurring issues to higher-level support teams (Tier 2 or Team Lead) Walk customers using our products or systems and provide follow-up communication to ensure resolution Skills High School diploma with 0-3 yrs experience Proficiency in operating systems (Windows) Knowledge of Microsoft software applications such as Outlook, TEAMS, and OneDrive Knowledge of troubleshooting Adobe issues Knowledge of Microsoft Application Suite Knowledge of EDMS and Active Directory Knowledge of Sharepoint Ability to diagnose and resolve Tier 0/1 issues efficiently Ability to follow previously defined troubleshooting processes Excellent verbal and written communication skills to explain technical issues clearly to non-technical users Patience and empathy to provide top-notch service and ensure customer satisfaction Ability to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs) Ability to work independently and as part of a team Must have Comptia A+ or Network+, or equivalent An active Secret clearance is required Experience with SNOW and ticketing software is preferred Benefits 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 Company Overview GovCIO is a business consulting firm that focuses on cyber security, digital, data, management and mission services, and IT services. It was founded in 2010, and is headquartered in Fairfax, Virginia, USA, with a workforce of 1001-5000 employees. Its website is