Remote Tier 1 Help Desk Technician - Veterans Support

GovCIO; United States; On-site; USD 45,000 - 48,000; Full time

Job summary

GovCIO is seeking an Associate Service Desk Technician - Tier I to deliver first-tier technical support to Veterans and VA providers. You will assist with mobile device setup, application support, login troubleshooting, and basic hardware/software issues across iOS, Android, Windows, and web-based video solutions.

Success relies on strong customer service, empathy, and the ability to guide non-technical users through troubleshooting and training, with opportunities to expand to MDM and Provider

Qualifications

• High school diploma required; Associate's or Bachelor's degree preferred.
• Experience in technical support or help desk is a plus.
• Familiarity with mobile devices (Android/iOS) and Windows/Mac PCs.

Responsibilities

• Provide professional technical support via phone, chat, and ticketing system.
• Document and update support tickets in ServiceNow.
• Escalate issues appropriately while owning through resolution.
• Deliver clear guidance in user-friendly language.
• Meet performance metrics like ASA, FCR, CSAT.

Skills

Mobile devices

Customer service

Communication

Problem solving

Team collaboration

Education

High school diploma

Associate/Bachelor degree preferred

Tools

ServiceNow

Video conferencing

Job description

GovCIO is seeking an Associate Service Desk Technician - Tier I to deliver first-tier technical support to Veterans and VA providers. You will assist with mobile device setup, application support, login troubleshooting, and basic hardware/software issues across iOS, Android, Windows, and web-based video solutions.

Success relies on strong customer service, empathy, and the ability to guide non-technical users through troubleshooting and training, with opportunities to expand to MDM and Provider