Associate Service Desk Technician – Tier I (SCA/10:30AM - 7:00PM ET M-F/Remote)

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

Provide first-tier technical support to Veterans and VA providers by handling inbound calls and chat, creating and managing ServiceNow tickets, and guiding users through mobile and login troubleshooting. Support iOS, Android, Windows/Mac, and web-based video solutions with empathy and clear communication. Meet performance targets (ASA, FCR, CSAT), escalate issues appropriately, maintain accurate documentation, and participate in ongoing training to expand queue coverage.

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FursaFursa
GovCIO
GovCIO
2 days ago

Associate Service Desk Technician – Tier I (SCA/10:30AM - 7:00PM 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 by handling inbound calls and chat, creating and managing ServiceNow tickets, and guiding users through mobile and login troubleshooting. Support iOS, Android, Windows/Mac, and web-based video solutions with empathy and clear communication. Meet performance targets (ASA, FCR, CSAT), escalate issues appropriately, maintain accurate documentation, and participate in ongoing training to expand queue coverage.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide professional and timely technical support via phone, chat, and ticketing systems.
  • •Support mobile device setup, login troubleshooting, application configuration, and basic hardware/software issues.
  • •Create, update, and close customer tickets in ServiceNow, documenting actions and ensuring compliance requirements.
  • •Use probing questions and active listening to understand issues, communicate clear guidance, and troubleshoot with end users.
  • •Escalate issues appropriately while maintaining ownership and meeting performance metrics (ASA, FCR, CSAT).

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, and Windows/Mac PCs, plus 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+ yearsVeterans supportHealthcare IT supportCall centerService desk
Education:Bachelor's
Skills:Customer serviceCommunicationActive listeningReliabilityProblem troubleshooting
Certifications:CompTIA A+CompTIA Network+CompTIA Security+Apple Certified Support Professional (ACSP)Google IT SupportHelp Desk Institute (HDI) Certification
Languages:English
Tech Stack:IOSAndroidWindowsMacServiceNowVideo conferencing platformsCisco videoconferencing systemsApple Certified Support ProfessionalMDMService desk tools

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