Associate Service Desk Technician – Tier I; SCA – Shift

Overview

GovCIO is seeking an Associate Service Desk Technician – Tier I to deliver exceptional first‑tier technical support to our nation’s Veterans. This role focuses on delivering outstanding customer service while assisting users with mobile device setup, application support, login troubleshooting, and basic hardware/software issues across platforms such as iOS, Android, Windows, and web‑based video solutions. Success in this role requires not only strong technical knowledge but also a deep commitment to service excellence, empathy, and the ability to guide non‑technical users through troubleshooting and training in a clear and reassuring manner.

This position is fully remote located within the continental United States. Local candidates in the DC/MD/VA area will be required to attend a one‑week training session in the Herndon, VA office.

• Provide professional and timely technical support via phone, chat, and ticketing system.
• Support initial mobile device setup, login credentials, application configuration, and user navigation.
• Accurately document and update support tickets in Service Now, ensuring compliance with contractual obligations and internal standards.
• Use probing questions and active listening to understand customer issues and provide tailored guidance.
• Escalate issues appropriately while maintaining ownership through resolution.
• Provide clear and reassuring guidance to end users while diagnosing and resolving issues.
• Communicate complex technical concepts in clear, user‑friendly language.
• Meet or exceed performance metrics such as Average Speed of Answer (ASA), First Call Resolution (FCR), and customer satisfaction scores (CSAT).
• Stay composed and professional in high‑stress situations; focus on delivering a positive user experience.
• Proactively alert leadership to any emerging issues or trends that may impact service delivery.
• Collaborate with peers and leadership in a team‑driven environment to continuously improve service quality.
• Remain composed and focused on customer satisfaction while troubleshooting and resolving issues.
• Be accountable, punctual, and ready to take help desk calls at the start of each shift; regular, reliable attendance is essential.
• Embrace a team‑oriented approach.

Mon–Fri, 9:00 AM–5:30 PM

• Answer incoming customer calls into the Tier 1 Help Desk.
• Create, update, and close customer tickets in Service Now ticketing portal for every call answered and according to defined ticket compliance requirements.
• Ask probing questions, listen, and record data capture details and actions performed in all customer tickets.
• Ensure problem ownership, elevate issues through proper channels.
• Provide reassurance to end users when delivering solutions and diagnosing issues.
• Advise management of potential risks that may have impact on customer base and operating environment.
• Promote end‑user satisfaction in adherence to established performance metrics.

• High school diploma required;
  Associate’s or Bachelor’s degree preferred.
• Minimum 1 year of technical support, help desk, or call center experience (or relevant degree/certification in lieu of experience).
• Strong working knowledge of mobile devices (Android/iOS), tablets, Windows/Mac PCs, and video conferencing platforms.
• Familiarity with service desk tools and real‑time ticket documentation (preferably Service Now).
• Excellent customer service and communication skills (verbal and written).
• Ability to handle confidential information (PHI/PII) with discretion and integrity.
• Demonstrated reliability, punctuality, and consistent attendance.
• Ability to stay calm and focused when troubleshooting with end‑users who may have limited technical knowledge.

• Certifications such as CompTIA A+, Network+, Security+, Apple Certified Support Professional (ACSP), Google IT Support, or HDI Certification.
• Experience supporting Cisco video‑conferencing systems or mobile network troubleshooting.
• Knowledge of medical terminology or prior experience in healthcare IT support.
• Prior military service and/or experience working with or supporting the military and veteran…