Jobs via Dice ยท 4 days ago
Connected Device Support & Reconciliation Support Technician
United States
Full-time
Remote
New Grad, Entry, Mid Level
$50K/yr - $60K/yr
0+ years expGovCIO is currently hiring for a Connected Device Support & Reconciliation Support Technician to support their VA Customer. This role involves assisting Veterans with their VA-provided telehealth and digital health devices, ensuring they can set up, operate, and troubleshoot these devices effectively.
Computer Software
No H1B
U.S. Citizen Only
Responsibilities
Make scheduled outbound calls and respond to inbound calls from Veterans needing device support
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
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
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
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
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
Qualification
Required
High school diploma or equivalent required
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
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
Ability to obtain and maintain and Suitability/Public Trust clearance
Preferred
Associate degree or equivalent technical/customer service experience preferred
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
Benefits
Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment
Company
Jobs via Dice
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Funding
Current Stage
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