Associate Service Desk Technician – Tier I (SCA/7AM - 3:30PM ET Tu-Sa/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"]

Provide first-tier technical support to Veterans and VA providers in a fully remote Tier I help desk role. Troubleshoot mobile device setup and login issues, support application and basic hardware/software problems across iOS, Android, Windows, and web-based video solutions, while documenting all work in ServiceNow. Deliver empathetic, user-friendly guidance, escalate appropriately, and meet support performance metrics (ASA, FCR, CSAT) while maintaining reliable attendance and professionalism.

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FursaFursa
GovCIO
GovCIO
2 days ago

Associate Service Desk Technician – Tier I (SCA/7AM - 3:30PM ET Tu-Sa/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 in a fully remote Tier I help desk role. Troubleshoot mobile device setup and login issues, support application and basic hardware/software problems across iOS, Android, Windows, and web-based video solutions, while documenting all work in ServiceNow. Deliver empathetic, user-friendly guidance, escalate appropriately, and meet support performance metrics (ASA, FCR, CSAT) while maintaining reliable attendance and professionalism.
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.
  • •Assist with mobile device setup, login credentials, application configuration, and user navigation.
  • •Create, update, and close ServiceNow tickets; accurately document actions performed and capture details.
  • •Use probing questions and active listening to diagnose issues, provide reassurance, and communicate solutions clearly.
  • •Escalate issues appropriately, maintain ownership through resolution, and meet 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/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)
Languages:En-us
Tech Stack:ServiceNowIOSAndroidWindowsMacVideo conferencingCisco videoconferencing

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