Associate Service Desk Technician - Tier I - SkillBridge

United States

Suitability/Public Trust

Fully remote

Information Technology

GovCIO is seeking an Associate Service Desk Technician - Tier I to deliver exceptional first-tier technical support to our nation’s Veterans and VA providers. 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.

This position is well-suited for transitioning service members participating in the Department of Defense (DoD) Skill Bridge Program. GovCIO provides an opportunity for service members to gain hands-on experience in enterprise IT support, customer service operations, healthcare technology support, and federal contract operations while transitioning from military service to civilian careers.

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.

Shifts (Eastern Time)

8:00 am - 4:30 pm ET, M-F

8:30 am - 5:00 pm ET, M-F

9:00 am - 5:30 pm ET, M-F

• 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.
• Be accountable, punctual, and ready to take helpdesk calls at the start of each shift; regular, reliable attendance is essential.

MILITARY SKILLBRIDGE OPPORTUNITY

GovCIO proudly supports the Department of Defense Skill Bridge Program and welcomes applications from transitioning active-duty service members seeking civilian career experience prior to separation from military service.

Participants in the Skill Bridge program may receive hands-on training and mentorship in:

• IT Service Desk Operations
• Technical Troubleshooting and Customer Support
• Service Now Ticket Management
• Mobile Device and Application Support
• Incident Escalation Processes
• Healthcare Technology Support
• Remote User Support and Virtual Collaboration Tools
• Federal Contract Operations and Performance Metrics
• Professional Communication and Customer Experience Best Practices

Skill Bridge participants will work alongside experienced service desk professionals in a structured learning environment designed to help build technical, operational, and customer service skills applicable to civilian IT support careers.

EDUCATION/

EXPERIENCE:

• Military technical training, communications experience, customer support experience, or equivalent military occupational specialty (MOS/AFSC/Rate) experience may be considered in lieu of traditional technical support experience.
• High school diploma required; associate degree 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…