Associate Service Desk Technician – Tier I (SCA/9AM - 5:30PM ET M-F/Remote)

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

Provide first-tier technical support to Veterans and VA providers through phone, chat, and ticketing. Triage and resolve issues related to mobile device setup, login troubleshooting, application configuration, and basic hardware/software support across iOS, Android, Windows, and web video solutions. Document cases accurately in ServiceNow, maintain ownership through escalation, and meet performance metrics (ASA, FCR, CSAT) while guiding end users with clear, reassuring communication.

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FursaFursa
GovCIO
GovCIO
2 days ago

Associate Service Desk Technician – Tier I (SCA/9AM - 5:30PM 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. Triage and resolve issues related to mobile device setup, login troubleshooting, application configuration, and basic hardware/software support across iOS, Android, Windows, and web video solutions. Document cases accurately in ServiceNow, maintain ownership through escalation, and meet performance metrics (ASA, FCR, CSAT) while guiding end users with clear, reassuring communication.
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.
  • •Assist with mobile device setup, login credentials, application configuration, and user navigation.
  • •Create, update, and close customer tickets in ServiceNow while meeting ticket compliance requirements.
  • •Use probing questions and active listening to diagnose issues; provide clear, user-friendly guidance and resolve or escalate appropriately.
  • •Maintain performance metrics (ASA, FCR, CSAT) and ensure reliable attendance at the start of each shift.

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 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 and be a U.S. citizen.
Experience:1+ years
Skills:Customer serviceCommunicationEmpathyProblem-solvingReliability
Certifications:CompTIA A+Network+Security+Apple Certified Support Professional (ACSP)Google IT SupportHelp Desk Institute (HDI) Certification
Languages:English
Tech Stack:IOSAndroidWindowsMacServiceNowMDMCiscoVideo conferencingMobile device setupTicketing system

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