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 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!

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 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

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 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
			

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