Remote Tech Support & Device Reconciliation for Veterans

GovCIO; United States; On-site; USD 50,000 - 60,000; Full time

Job summary

GovCIO is seeking a Connected Device Support & Reconciliation Support Technician to assist Veterans with VA-provided telehealth devices. This fully remote role covers the United States and focuses on delivering patient-centered technical guidance and reliable device operation.

You will handle inbound/outbound calls, guide setup, troubleshoot connectivity, and document outcomes in ServiceNow and PowerBI dashboards, supporting reconciliation and data accuracy while upholding privacy requirements.

Qualifications

• Bachelor's degree with 0–2 years of work experience (or commensurate experience).
• Strong communication and customer service skills with ability to explain technical concepts plainly.
• Familiarity with iOS/Android devices, tablets, and Windows/Mac PCs.
• Basic troubleshooting experience with mobile devices, connectivity, and peripherals.
• Experience with help desk, ticketing, or reporting systems is preferred.

Responsibilities

• Provide inbound and outbound call support to Veterans needing device assistance.
• Guide Veterans through device setup and basic configuration of mobile devices and peripherals.
• Walk Veterans through device functionality and use of applications in plain language.
• Review consults to identify Veteran and equipment needs, contact Veteran for technology review, and submit centralized orders as needed.
• Document calls, troubleshooting steps, and resolutions in ServiceNow and PowerBI; update dashboards and tracking tools.
• Support reconciliation processes by verifying device functionality, data accuracy, and usage reporting.
• Maintain professional, empathetic customer service and escalate risks when needed.

Skills

Strong communication

Customer service

Mobile device basics

Troubleshooting basics

Education

Bachelor's degree or equivalent

Tools

ServiceNow

PowerBI

Job description

GovCIO is seeking a Connected Device Support & Reconciliation Support Technician to assist Veterans with VA-provided telehealth devices. This fully remote role covers the United States and focuses on delivering patient-centered technical guidance and reliable device operation.

You will handle inbound/outbound calls, guide setup, troubleshoot connectivity, and document outcomes in ServiceNow and PowerBI dashboards, supporting reconciliation and data accuracy while upholding privacy requirements.