Returning Candidate? Log back in! Customer Service Representative - PACER Location US-Remote ID 2025-6725 Category Information Technology Position Type Full-Time SCA Overview

GovCIO is currently hiring a Pacer Representative to support our newly awarded customer contract.  Tier 1 Support Desk Analyst (SDA) 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 will be fully remote within the United States.

Responsibilities Receives, comprehends, provides, and responds to routine informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet.Responds to escalated and complex inquiries on a broad scope of topics.Tasks may require simple adaptation and interpretation of provided reference materials.Provide Tier 1 support for CM/ECFUtilize ITSM tool to create or track issues/requestsProvide timely updates to ticketsPerform remote troubleshootingDetermine the best solution based on the issue and details provided by userProperly escalate unresolved queries to the next level of supportEnsure proper recording, documentation, and closure for each issueFollow up with users, provide feedback and see problems through to resolutionPreserve and grow the knowledge base for supported applicationsReview and provide recommendations regarding application instructional or procedural documentation Qualifications

Required Skills and Experience

High school diploma with 0 - 2 years experienceStrong understanding of troubleshooting IT issuesFlexibility and adaptability to handle different product service callsGood verbal and written communication skills

Clearance Required: Must be able to acquire and maintain and active AOUSC Public Trust

 

Preferred Qualifications

Experience with ServiceNowSoftware application Management experienceNetworking/Security experienceKnowledge of the following products:Microsoft Office & TeamsLINUXUnderstanding of ITIL best practicesBackground in Federal appellate, district and bankruptcy court operationsCourt 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?

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 $17.75 - USD $27.70 /Hr. Options Apply for this job onlineApplySubmit a referral to this jobRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Application FAQs

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