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

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

Sun - Thurs, 8:00 AM–4:30 PM

Shift 1 (Mon - Thurs) / Shift 3 (Sun)

 

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.