Remote Tier I Service Desk Tech for Veterans

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 users with mobile device setup, application support, login troubleshooting, and basic hardware/software issues across iOS, Android, Windows, and web-based video solutions.

Success in this role requires strong technical knowledge and a commitment to service excellence, empathy, and guiding non-technical users through troubleshooting and training.

Qualifications

• High school diploma required; higher degree preferred.
• 1 year of technical support or equivalent experience.
• Strong knowledge of mobile devices (iOS/Android), tablets, Windows/Mac PCs, and video conferencing.
• Familiarity with ServiceNow.
• Excellent customer service and communication skills.
• Ability to handle confidential information (PHI/PII).
• Reliable attendance and punctuality.

Responsibilities

• Provide professional and timely technical support via phone, chat, and ticketing system.
• Document and update support tickets in ServiceNow with accuracy.
• Ask probing questions, listen, and record data capture details.
• Escalate issues through proper channels while owning them to resolution.
• Provide clear, reassuring guidance to end users during troubleshooting.
• Communicate complex technical concepts in user-friendly language.
• Meet or exceed performance metrics like ASA, FCR, and CSAT.

Skills

Mobile devices

Customer service

Communication

Data privacy

Technical support

Education

High school diploma

Associate's or Bachelor's degree preferred

Tools

ServiceNow

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 users with mobile device setup, application support, login troubleshooting, and basic hardware/software issues across iOS, Android, Windows, and web-based video solutions.

Success in this role requires strong technical knowledge and a commitment to service excellence, empathy, and guiding non-technical users through troubleshooting and training.