Associate Service Desk Technician – Tier I (SCA - Shift 1)

GovCIO is seeking an Associate Service Desk Technician - Tier I to deliver exceptional first-tier technical support to our nation’s Veterans. This role focuses on providing outstanding customer service while assisting users with mobile device setup, application support, and troubleshooting basic hardware/software issues.

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!

Skills

• 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
• Must be able to obtain and maintain a Public Trust Security Clearance
• U.S. citizenship required
• Certifications such as CompTIA A+, Network+, Security+, Apple Certified Support Professional (ACSP), Google IT Support, or Help Desk Institute (HDI) Certification
• Experience supporting Cisco videoconferencing systems or mobile network troubleshooting
• Knowledge of medical terminology or prior experience in healthcare IT support
• Prior military service and/or experience working with or supporting the military and veteran community

Benefits

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

Company Overview