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
GovCIO is a business consulting firm that focuses on cyber security, digital, data, management and mission services, and IT services. It was founded in 2010, and is headquartered in Fairfax, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://govcio.com.
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