Remote Tier I Service Desk Technician

Minnesota Jobs; Saint Paul (MN); Remote; USD 45,000 - 48,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Certification assistance

Referral bonus program

Internal mobility program

Pet insurance

Flexible work environment

Job summary

GovCIO is seeking an Associate Service Desk Technician – Tier I to deliver first-tier IT support to veterans across platforms including iOS, Android, Windows, and web video solutions. This fully remote role requires strong customer service, clear communication, and the ability to guide non-technical users through troubleshooting.

The position emphasizes empathy, ongoing training, and growth into additional queues such as MDM and Provider.

Qualifications

• High school diploma required; Associate’s or Bachelor’s degree preferred.
• Minimum 1 year of technical support or help desk experience (or relevant degree/certification).
• Strong working knowledge of mobile devices, PCs, and video conferencing platforms.

Responsibilities

• Provide professional and timely technical support via phone, chat, and ticketing system.
• Assist users with mobile device setup, login credentials, and application configuration.
• Document and update support tickets in ServiceNow per requirements and standards.
• Ask probing questions and actively listen to understand issues and guide users to resolution.
• Escalate issues appropriately while maintaining ownership through resolution.
• Communicate complex technical concepts in clear, user-friendly language.
• Meet or exceed performance metrics such as ASA, FCR, CSAT.

Skills

Customer service

Mobile devices

ServiceNow

Communication

Documentation

PHI/PII handling

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 IT support to veterans across platforms including iOS, Android, Windows, and web video solutions. This fully remote role requires strong customer service, clear communication, and the ability to guide non-technical users through troubleshooting.

The position emphasizes empathy, ongoing training, and growth into additional queues such as MDM and Provider.