Associate Service Desk Technician – Tier I; SCA – Shift 1 & 3, Sat

Overview

GovCIO is seeking an Associate Service Desk Technician – Tier I to deliver first‑tier technical support to our nation’s Veterans and VA providers. This role focuses on outstanding customer service while helping users with mobile device setup, application support, login troubleshooting, and basic hardware/software issues across iOS, Android, Windows, and web‑based video solutions.

The position is fully remote within the continental United States. Local candidates in the DC/MD/VA area must attend a one‑week training session in Herndon, VA.

• 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.
• Communicate complex technical concepts in clear, user‑friendly language.
• Meet or exceed performance metrics such as ASA, FCR, and CSAT.
• Remain composed and professional in high‑stress situations; focus on delivering a positive user experience.
• Proactively alert leadership to 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 help desk calls at the start of each shift; regular, reliable attendance is essential.

Tue–Sat, 10:00 AM–6:30 PM (Shift 1 Tue–Fri / Shift 3 Sat)

• Answer incoming customer calls for the Tier 1 Help Desk.
• Create, update, and close customer tickets in Service Now for every call answered.
• Ask probing questions, listen, and capture details and actions performed in all tickets.
• Ensure problem ownership and elevate issues through proper channels.
• Provide reassurance to end users when delivering solutions and diagnosing issues.
• Advise management of potential risks that may impact customer base and operations.
• 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.

• Must be able to obtain and maintain a Public Trust Security Clearance.
• U.S. citizenship required.

• Certifications such as CompTIA A+, Network+, Security+, Apple Certified Support Professional (ACSP), Google IT Support, or HDI Certification.
• Experience supporting Cisco videoconferencing 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 community.

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, including certification preparation content
• Training, education, and certification assistance* (available to full‑time employees)
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

* Available to full‑time employees

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.