Associate Service Desk Technician - Tier I; SCA - Shift

Position: Associate Service Desk Technician - Tier I (SCA - Shift 1)
** 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.

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.

** Responsibilities*
* + 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!

** Shift:*
* ** Regularly Scheduled Hours*
* ** Defined Shift*
* Mon-Fri, 9:00 AM-5:30 PM

Shift 1

** WHAT YOU'LL BE DOING*
* 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, escalate 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

** Qualifications*
* ** Required

Skills and Experience:

*
* + 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…