Associate Service Desk Technician – Tier I (SCA/8AM - 4:30PM 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","Empathy","Troubleshooting"]

Deliver first-tier technical support to Veterans and VA providers in a fully remote, U.S.-based help desk role. You’ll troubleshoot mobile device setup, login issues, application configuration, and basic hardware/software problems across iOS, Android, Windows, and web-based video solutions. Log and update tickets in ServiceNow, use probing questions and active listening to guide end users, meet support performance metrics, and escalate issues while maintaining strong customer experience and accuracy.

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FursaFursa
GovCIO
GovCIO
2 days ago

Associate Service Desk Technician – Tier I (SCA/8AM - 4:30PM ET M-F/Remote)

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

Job Summary

Deliver first-tier technical support to Veterans and VA providers in a fully remote, U.S.-based help desk role. You’ll troubleshoot mobile device setup, login issues, application configuration, and basic hardware/software problems across iOS, Android, Windows, and web-based video solutions. Log and update tickets in ServiceNow, use probing questions and active listening to guide end users, meet support performance metrics, and escalate issues while maintaining strong customer experience and accuracy.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide professional technical support via phone, chat, and ticketing.
  • •Handle mobile device setup, login troubleshooting, application configuration, and user navigation.
  • •Create, update, and close ServiceNow tickets with accurate documentation and compliance.
  • •Use probing questions and active listening to diagnose issues, reassure end users, and explain solutions clearly.
  • •Escalate issues appropriately, maintain ownership through resolution, and meet support 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 Android/iOS mobile devices, tablets, Windows/Mac PCs, and video conferencing platforms.
  • •Experience with service desk tools and real-time ticket documentation, preferably ServiceNow.
  • •Must obtain and maintain a Public Trust Security Clearance and be a U.S. citizen.
Experience:1+ years
Education:High School
Skills:Customer serviceCommunicationActive listeningEmpathyTroubleshooting
Certifications:CompTIA A+Network+Security+Apple Certified Support Professional (ACSP)Google IT SupportHelp Desk Institute (HDI)
Tech Stack:ServiceNowIOSAndroidWindowsMacVideo conferencingWeb-based videoCisco videoconferencing

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