Associate Service Desk Technician – Tier I – SkillBridge

Overview

GovCIO is seeking an Associate Service Desk Technician – Tier I to deliver exceptional first‑tier technical support to our nation’s Veterans to provide first‑tier technical support to 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.
• Remain composed and focused on customer satisfaction while troubleshooting and resolving issues.
• Be accountable, punctual, and ready to take helpdesk calls at the start of each shift; regular, reliable attendance is essential.
• Embrace a team‑oriented approach.

• 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 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.
• Candidates must possess a valid state‑issued REAL ‑compliant driver’s license or a valid U.S. passport to meet requirements for obtaining the required security clearance.
• U.S. citizenship required.

• Participation in the DoD Skill Bridge Program strongly encouraged for transitioning service members.
• Military experience in communications, cyber operations, information technology, medical support systems, or customer support environments is highly valued.
• Experience…