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.
Shifts (Eastern Time) Time Days 8:00 am-4:30 pm ET Mon - Fri
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 ServiceNow, 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!
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 ServiceNow 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
QualificationsRequired 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 ServiceNow).
- 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.
Clearance Requirement: - Must be able to obtain and maintain a Public Trust Security Clearance.
- U.S. citizenship required.
Preferred Skills and Experience: - Certifications such as CompTIA A+, Network+, Security+, Apple Certified Support Professional (ACSP), Google IT Support, or Help Desk Institute (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
Posted Salary RangeUSD $45,000.00 - USD $47,500.00 /Yr.
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