GovCIO

1 month ago

Associate Service Desk Technician - Tier I - SkillBridge

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Provide first-tier technical support to Veterans and VA providers by handling phone, chat, and ticket requests. Assist with mobile device setup, login troubleshooting, application support, and basic hardware/software issues across iOS, Android, Windows, and web-based video. Maintain accurate ServiceNow ticket documentation, use probing questions and active listening to guide users, and escalate issues while meeting support performance metrics like ASA, FCR, and CSAT.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Intern level

Key Responsibilities

•Provide professional, timely first-tier technical support via phone, chat, and ticketing system.
•Support mobile device setup, login credentials, application configuration, and user navigation.
•Document and update support tickets in ServiceNow while meeting contractual and internal standards.
•Use probing questions and active listening to understand issues and provide tailored guidance to users.
•Escalate issues appropriately while maintaining ownership through resolution and meeting support performance metrics (ASA, FCR, CSAT).

Key Requirements

•High school diploma required; associate degree 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, and Windows/Mac PCs, plus video conferencing platforms.
•Familiarity with service desk tools and real-time ticket documentation (preferably ServiceNow).
•Ability to obtain and maintain a Public Trust Security Clearance; U.S. citizenship required.

Experience:1+ years

Education:High School

Skills:EmpathyCustomer serviceCommunicationActive listeningAccountability

Licenses:REAL ID-compliant driver’s license

Certifications:CompTIA A+Network+Security+Apple Certified Support Professional (ACSP)Google IT SupportHelp Desk Institute (HDI) CertificationCompTIA ANetworkSecurity

Tech Stack:ServiceNowIOSAndroidWindowsMacVideo conferencingPhoneChatTicketing system

Eligibility

Nationality:US National

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

Website LinkedIn

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GovCIO

1 month ago

Associate Service Desk Technician - Tier I - SkillBridge

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Intern level

Key Responsibilities

•Provide professional, timely first-tier technical support via phone, chat, and ticketing system.
•Support mobile device setup, login credentials, application configuration, and user navigation.
•Document and update support tickets in ServiceNow while meeting contractual and internal standards.
•Use probing questions and active listening to understand issues and provide tailored guidance to users.
•Escalate issues appropriately while maintaining ownership through resolution and meeting support performance metrics (ASA, FCR, CSAT).

Key Requirements

•High school diploma required; associate degree 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, and Windows/Mac PCs, plus video conferencing platforms.
•Familiarity with service desk tools and real-time ticket documentation (preferably ServiceNow).
•Ability to obtain and maintain a Public Trust Security Clearance; U.S. citizenship required.

Experience:1+ years

Education:High School

Skills:EmpathyCustomer serviceCommunicationActive listeningAccountability

Licenses:REAL ID-compliant driver’s license

Certifications:CompTIA A+Network+Security+Apple Certified Support Professional (ACSP)Google IT SupportHelp Desk Institute (HDI) CertificationCompTIA ANetworkSecurity

Tech Stack:ServiceNowIOSAndroidWindowsMacVideo conferencingPhoneChatTicketing system

Eligibility

Nationality:US National

Security Clearance:Public Trust

Company Brief

GovCIO

Industry: Professional Services

Growth: Established Company

Headquarters: Herndon, United States

Website LinkedIn