Apply Now

Connected Device Support & Reconciliation Support Technician (8:30am - 5:00pm EST)

• Posted 1 day ago • Updated 5 hours ago

Full Time

USD $50,000.00 - 60,000.00 per year

GovCIO

Fitment

Dice Job Match Score™

🔢 Crunching numbers...

Job Details

Skills

Recruiting
Wireless Communication
Video
ServiceNow
Microsoft Power BI
Dashboard
Medical Records
Customer Experience
Performance Metrics
Accountability
Collaboration
Regulatory Compliance
Privacy
Communication
Customer Service
IOS Development
Android
Tablet
Microsoft Windows
Mobile Devices
Real-time
Help Desk
Reporting
Training
Conflict Resolution
Problem Solving
Analytical Skill
Attention To Detail
FOCUS
Documentation
Health Care
Management
Preventive Maintenance
Project Management
Performance Management
Security Clearance

Summary

GovCIO is currently hiring for Connected Device Support & Reconciliation Support Technician to support our VA Customer. This position will be fully remote within the United States.

Responsibilities

The Connected Device & Reconciliation Support Representative is responsible for supporting Veterans in accessing and using their VA-provided telehealth and digital health devices. This entry to mid-level position provides both inbound and outbound call support to ensure Veterans can successfully set up, operate, and troubleshoot their devices with confidence.

The role also includes accurate documentation of interactions, device reconciliation, and reporting activities to maintain service quality and continuity of care. Candidates must be enthusiastic about customer service, able to explain technology in user-friendly terms, and committed to delivering a professional, mission-driven experience to every Veteran.
Essential Duties & Responsibilities

Inbound & Outbound Call Support:
- Make scheduled outbound calls and respond to inbound calls from Veterans needing device support.
Device Setup & Basic Troubleshooting:
- Provide guidance for initial device setup and basic configuration of mobile devices.
- Assist with pairing and setup of related peripherals (e.g., blood pressure monitors, scales, thermometers, pulse ox, Eko Duo) as needed.
- Troubleshoot basic connectivity issues, including Wi-Fi, video applications, and general operations.
- Deliver over-the-phone reassurance and calm support when diagnosing and resolving issues.
Training & Education:
- Walk Veterans step-by-step through device functionality and application use.
- Clearly communicate technical concepts in plain language tailored to the user's comfort level.
Documentation & Reconciliation:
- Accurately document all calls, troubleshooting steps, and resolutions in ticketing systems (e.g., ServiceNow) and reporting tools (e.g., PowerBI).
- Regularly review PowerBI dashboards to identify and address items that are due.
- Order and track retrieval kits for device return and reconciliation.
- Document provider notes and final consult comments in the medical record to ensure continuity of care.
- Support reconciliation processes by verifying device functionality, data accuracy, and usage reporting.
Customer Experience:
- Provide a professional, empathetic, and patient-focused service.
- Escalate potential risks or recurring technical concerns to management.
- Promote end-user satisfaction and ensure compliance with service performance metrics .
Team & Accountability:
- Maintain consistent attendance and start shifts on time.
- Collaborate effectively with colleagues to meet team and program goals.
- Protect sensitive and confidential information in compliance with security and privacy requirements.

Qualifications

Required Skills and Experience

Education: Bachelor's with 0 - 2 years (or commensurate experience)
- High school diploma or equivalent required.
- Associate degree or equivalent technical/customer service experience preferred.
Experience & Skills:
- Strong communication and customer service skills, with ability to explain technical concepts simply.
- Familiarity with iOS/Android devices, tablets, and Windows/Mac PCs.
- Basic troubleshooting experience with mobile devices, connectivity, and peripherals.
- Ability to type and document interactions accurately in real-time.
- Prior experience with documentation in help desk, ticketing, or reporting systems preferred (training provided).
- Prior exposure to healthcare, telehealth, or Veteran support environments is helpful but not required.
Professional Attributes:
- Strong problem-solving and analytical skills.
- Detail-oriented with a focus on documentation accuracy.
- Enthusiastic about serving Veterans and improving healthcare access.
- Calm and composed under pressure, able to reassure end-users.
- Team-oriented with strong time management and reliability.
Work Schedule
- Monday - Friday, 8:30am - 5:00pm EST
- Regular, reliable attendance is required.

Clearance Required:

Ability to obtain and maintain and Suitability/Public Trust clearance

Posted Salary Range

USD $50,000.00 - USD $60,000.00 /Yr.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10443217
Position Id: 7926
Posted 1 day ago

Company Info

About GovCIO

GovCIO is a rapidly growing provider of advanced technology solutions and digital services for the federal government. Combining our extensive federal experience with the latest innovations in IT and disruptive approaches, our experts develop comprehensive solutions to meet the most pressing demands of today’s government agencies. From the U.S. military to Health and Human Services, we have an impressive track record of helping our customers optimize how they operate.

We’re transforming government IT, empowering our federal customers to meet the challenges of today while building the government of tomorrow.

Go to company profile

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

Service Desk Specialist

Latham, New York

•

14d ago

It''s fun to work in a company where people truly BELIEVE in what they''re doing! We''re committed to bringing passion and customer focus to the business. Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and self direct their own long-term home care. Our role as the nations largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and p

Easy Apply

Full-time

28 - 29

Telecom Engineer

Philadelphia, Pennsylvania

•

Today

Telecom Engineer Join a dynamic team that puts innovation and collaboration at its forefront. We offer an engaging environment where you'll have the opportunity to work alongside talented professionals in a leading-edge industry. Experience career growth and skill development in a role where every day presents exciting challenges and the chance to make a real impact. **Qualifications:** - Proven expertise in troubleshooting, account management, installation, and configuration of telecom client e

Easy Apply

Full-time

Associate Technical Support Specialist

Portage, Michigan

•

Today

Work Flexibility: Hybrid Schedule: 1st Shift: Mon - Fri, 11am - 7pmHybrid: In office 3x/week, Mon - WedsOvertime based on business needs What you will do Provide timely, professional support to customers via phone and voicemail, addressing service and technical inquiries.Investigate and troubleshoot product issues, partnering with field service representatives to support effective resolution.Initiate, track, and maintain service documentation in accordance with customer contracts, company stan

Full-time

Customer Support and Sales Representative

New York, New York

•

7d ago

{"description": "Are you a tech-forward, customer-centric problem solver ready to start building your career? We have the job for you. Asurion is actively hiring Customer Service and Sales Representatives to grow our in-house tech support teams here in our Nashville Gulch Hub. For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry but in creating a culture where employees feel valued. At Asurion, we don't just provide customers with exceptional s

Full-time

USD 26.00 per hour

Search all similar jobs