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GovCIO · 2 days ago

Associate Service Desk Technician – Tier I (SCA - Shift 1 & 3, Sat)

United States

Full-time

Remote

Entry Level

$48K/yr - $48K/yr

1+ years exp

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 providing outstanding customer service while assisting users with mobile device setup, application support, and troubleshooting hardware/software issues.

ConsultingIT InfrastructureIT ManagementManagement Consulting

No H1B

Security Clearance Required

U.S. Citizen Only

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!

Qualification

Technical support experienceMobile device knowledgeServiceNow proficiencyCustomer service skillsCommunication skillsConfidential information handlingPunctualityEmpathyProblem ownershipTeam-oriented approachReliabilityCalm under pressureActive listening

Required

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

Must be able to obtain and maintain a Public Trust Security Clearance

U.S. citizenship required

Preferred

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