Associate Service Desk Technician – Tier I (SCA/12PM - 8:30PM 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 diagnosis","Reliability"]

Provide first-tier technical support to Veterans and VA providers through phone, chat, and ticketing. Help with mobile device setup, login troubleshooting, application support, and basic hardware/software issues across iOS, Android, Windows, and web-based video solutions. Accurately document cases in ServiceNow, use probing questions and active listening to guide non-technical users, resolve or escalate issues, and meet service performance metrics like ASA, FCR, and CSAT while maintaining a calm, professional presence.

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FursaFursa
GovCIO
GovCIO
2 days ago

Associate Service Desk Technician – Tier I (SCA/12PM - 8:30PM ET M-F/Remote)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Provide first-tier technical support to Veterans and VA providers through phone, chat, and ticketing. Help with mobile device setup, login troubleshooting, application support, and basic hardware/software issues across iOS, Android, Windows, and web-based video solutions. Accurately document cases in ServiceNow, use probing questions and active listening to guide non-technical users, resolve or escalate issues, and meet service performance metrics like ASA, FCR, and CSAT while maintaining a calm, professional presence.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide professional and timely Tier 1 technical support via phone, chat, and ticketing system.
  • •Perform mobile device setup, login credential troubleshooting, application configuration, and user navigation support.
  • •Create, update, and close customer tickets in ServiceNow while documenting details according to compliance requirements.
  • •Use probing questions and active listening to understand issues, guide users with clear explanations, and ensure problem ownership through resolution or escalation.
  • •Maintain performance against metrics (ASA, FCR, CSAT) and stay calm and professional in high-stress situations.

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, 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).
  • •Must be able to obtain and maintain a Public Trust Security Clearance; U.S. citizenship required.
Experience:1+ years
Education:High School
Skills:Customer serviceCommunicationActive listeningProblem diagnosisReliability
Certifications:CompTIA A+Network+Security+Apple Certified Support Professional (ACSP)Google IT SupportHelp Desk Institute (HDI) Certification
Tech Stack:ServiceNowIOSAndroidWindowsMacTabletCisco videoconferencingVideo conferencing platforms

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
WebsiteLinkedIn