Associate Service Desk Technician – Tier I; SCA ETMon - Fri​/Remote

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. 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. If you are local in the DC/MD/VA area, you will be required to attend the 1-week long training session in the Herndon, VA office.

8:00 am – 4:30 pm ET

Mon – Fri

• 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.

As a Tier 1, you will have a strong passion for technology, particularly iOS and Android products. You have the ability to adapt to evolving products, software, and hardware. You have the tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own.

• 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, escalated 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.