IT Generalist (Remote) in Richmond, Virginia

Overview

GovCIO is currently hiring for a Help Desk engineer to provide Customer Service support for a VA web based application. This position will be a fully remote within the United States position.

Responsibilities

Provides technical support for computers and associated networks. Installs, troubleshoots, services, and repairs personal computers, network equipment such as servers, modems, multiplexers, related PC software, telephones, cables, and connectors. Provides personal computer, hardware, and software support. Installs, services, and repairs personal computers and installs attendant software. Connects personal computers and terminals to existing data networks. Maintains network diagrams and circuit records. Maintains trouble logs. Instructs users in the use of personal computers and networks. Investigates information, network, and communications needs of users, and makes recommendations regarding software and hardware purchases. Performs basic PC, PBX, and network software programming.

• Confers with staff, users, and management to establish requirements for new systems or modifications.

• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

• Answers questions or resolves computer problems for clients or staff in person, via telephone or from a remote location.

• Maintains record of daily data communication transactions, problems and remedial action taken, and installation activities.

• Develops training materials and procedures, and/or trains users in the proper use of hardware and software.

• Effectively communicates step-by-step solutions to end-users

• May need to communicate with software and hardware specialists for solutions

• Records solutions into database for other Help Desk professionals.

• Redirects issues to appropriate resource if necessary

• Must be knowledgeable of current technological issues and advancements.

Qualifications

Required Skills and Experience

• Bachelor’s with 5 – 8 years (or commensurate experience)

• Respond to and resolve support requests via phone, email, and ticketing system.

• Diagnose and troubleshoot software issues.

• Provide guidance and training to users on VLM applications.

• Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.

• Telephonic help desk support from 9:00 AM – 6:00 PM EST Monday through Friday, 365 days per year, excluding Federal holidays except for Memorial Day and Veterans Day, which are key support days and may require extended support times.

• Document and track all support requests in the ticketing system.

• Escalate complex issues to senior technical staff as needed.

• Maintain and update knowledge base articles and user documentation.

• Participate in IT projects and initiatives as required.

Preferred Skills and Experience

• 2 to 5 years of experience in a help desk or technical support role.

• Strong knowledge of operating systems (Windows, macOS, Linux) and common applications.

• Excellent problem-solving and analytical skills.

• Strong communication skills, both verbal and written.

• Ability to work independently and as part of a team.

• Interacting with end users in a compassionate manner while addressing concerns of a personally sensitive nature (lost loved ones, burial information etc.)

• Escalation of issues to VA stakeholders

• Collaboration across entire VLM project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released.

• General support to the VLM Help Desk Lead, such as generating help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination.

• Work directly with the Veterans Legacy Memorial (VLM) Project Manager, VLM developers, Office of Information & Technology, and other government staff to maintain VLM daily operations (www.va.gov/remember).

• Use a dashboard interface (moderation queue) to review all user-generated content before it is posted on VLM pages to ensure it conforms to the VLM User Policy. Contents that do not pass the User Policy will remain hidden (all content uploaded to the VLM site will be retained per NARA retention policies). All submitted content will be reviewed and moderated within 24 business hours of submission.

• Monitor and moderate content to ensure VLM remains a respectful and informative online experience.

• Post National Cemetery Administration (NCA) content to VLM pages as directed by NCA staff.

• Escalate issues to the VLM Project Manager as needed to determine if submitted content is appropriate.

• Assist VLM Customer Service as needed in response to user and public comments and questions.

• Process and/or approve/disapprove requests for Sentry or Next of Kin user permission sets.

• Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics.

• Manage and track the suspended-user process and propose to NCA staff those users who are repeat offenders for possible suspension of user privileges.

• Produce reports on relevant moderation statistics, issues, and outcomes to include but not limited to comment volume, comment review time, issues that require coordination or escalation, number of users, etc.

• Provide any/all information, when instructed, for Freedom of Information (FOIA) requests.

• Accomplish other duties associated with the VLM Admin permission set including but not limited to recurring meeting leadership and participation, responding to information or action requests from the VLM Project Manager or other VA government staff.

• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.

Clearance Required: Ability to obtain and maintain a Suitability/Public Trust clearance

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?

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

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range

USD $61,850.00 – USD $62,400.00 /Yr.

Submit a referral to this job (https://careers-govcio.icims.com/jobs/4834/it-generalist-%28remote%29/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834385473)

Location US-Remote

ID 2024-4834

Category Administrative Services/Customer Support

Position Type Full-Time