Associate Service Desk Technician – Tier I (SCA/10AM - 6:30PM ET M-F/Remote)

GovCIO
United States
Workplace: RemoteFull timeUSD 45,000 - 47,500 annuallyFunction: Customer Support (Service Desk)Experience: 1+ yearsEducation: high_schoolSkills: ["Customer service","Communication","Active listening","Problem-solving","Reliability"]

Deliver first-tier technical support to Veterans and VA providers as a Tier I help desk technician. Assist users with mobile device setup, login troubleshooting, application support, and basic hardware/software issues across iOS, Android, Windows, Mac, and web-based video solutions. Answer phone/chat/tickets, document in ServiceNow, communicate clearly to non-technical users, meet support performance metrics, and escalate issues while maintaining ownership. Remote within the continental U.S. with occasional in-office training in Herndon, VA.

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FursaFursa
GovCIO
GovCIO
2 days ago

Associate Service Desk Technician – Tier I (SCA/10AM - 6:30PM ET M-F/Remote)

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Last checked: 5 hours agoStatus: Live

Job Summary

Deliver first-tier technical support to Veterans and VA providers as a Tier I help desk technician. Assist users with mobile device setup, login troubleshooting, application support, and basic hardware/software issues across iOS, Android, Windows, Mac, and web-based video solutions. Answer phone/chat/tickets, document in ServiceNow, communicate clearly to non-technical users, meet support performance metrics, and escalate issues while maintaining ownership. Remote within the continental U.S. with occasional in-office training in Herndon, VA.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide professional, timely Tier 1 technical support via phone, chat, and ticketing system.
  • •Support mobile device setup, login credentials, application configuration, and user navigation.
  • •Create, update, and close customer tickets in ServiceNow while following ticket compliance requirements.
  • •Use probing questions and active listening to diagnose issues and provide tailored, reassuring guidance to end users.
  • •Escalate issues appropriately while maintaining ownership, meet performance metrics (ASA, FCR, CSAT), and alert leadership to emerging trends.

Pay and Benefits

Salary: USD 45,000 - 47,500 annually

Key Requirements

  • •High school diploma required; Associate’s or Bachelor’s degree preferred.
  • •Minimum 1 year of technical support/help desk/call center experience (or relevant degree/certification in lieu).
  • •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).
  • •Must be able to obtain and maintain a Public Trust Security Clearance and be a U.S. citizen.
Experience:1+ years
Education:High School
Skills:Customer serviceCommunicationActive listeningProblem-solvingReliability
Certifications:CompTIA A+Network+Security+Apple Certified Support Professional (ACSP)Google IT SupportHelp Desk Institute (HDI) Certification
Languages:English
Tech Stack:IOSAndroidWindowsMacServiceNowVideo conferencingMDM

Eligibility

Security Clearance:Public Trust

Company Brief

GovCIO
Provides IT modernization, cloud, cybersecurity, data analytics, and managed services to U.S. federal civilian and defense agencies, delivering technology solutions and mission support to improve government operations and security.
Industry: Professional Services
Growth: Established Company
Headquarters: Herndon, United States
WebsiteLinkedIn