Associate Service Desk Technician – Tier I (SCA 8:00 am-4:30 pm ETMon - Fri/Remote)

Overview: GovCIO is seeking an Associate Service Desk Technician \- Tier I to deliver exceptional first\-tier technical support to our nation’s Veterans. to provide first\-tier technical support to Veterans and VA providers. This role focuses on delivering outstanding customer service while assisting users with mobile device setup, application support, login troubleshooting, and basic hardware/software issues across platforms such as iOS, Android, Windows, and web\-based video solutions. Success in this role requires not only strong technical knowledge but also a deep commitment to service excellence, empathy, and the ability to guide non\-technical users through troubleshooting and training in a clear and reassuring manner. This position is fully remote located within the continental United States. If you are local in the DC/MD/VA area, you will be required to attend the 1\-week long training session in the Herndon, VA office. **Shifts (Eastern Time)** **Time** **Days** 8:00 am\-4:30 pm ET Mon \- Fri Responsibilities: * Provide professional and timely technical support via phone, chat, and ticketing system. * Support initial mobile device setup, login credentials, application configuration, and user navigation. * Accurately document and update support tickets in ServiceNow, ensuring compliance with contractual obligations and internal standards. * Use probing questions and active listening to understand customer issues and provide tailored guidance. * Escalate issues appropriately while maintaining ownership through resolution. * Provide clear and reassuring guidance to end users while diagnosing and resolving issues. * Communicate complex technical concepts in clear, user\-friendly language. * Meet or exceed performance metrics such as Average Speed of Answer (ASA), First Call Resolution (FCR), and customer satisfaction scores (CSAT). * Stay composed and professional in high\-stress situations; focus on delivering a positive user experience. * Proactively alert leadership to any emerging issues or trends that may impact service delivery. * Collaborate with peers and leadership in a team\-driven environment to continuously improve service quality. * Remain composed and focused on customer satisfaction while troubleshooting and resolving issues. * Be accountable, punctual, and ready to take help desk calls at the start of each shift; regular, reliable attendance is essential. * Embrace a team\-oriented approach! **WHAT YOU’LL BE DOING** As a Tier 1, you will have a strong passion for technology, particularly iOS and Android products. You have the ability to adapt to evolving products, software, and hardware. You have the tenacity to work with non\-technical end\-users until they truly become independent and able to perform basic device functions on their own.* Answer incoming customer calls into the Tier 1 Help Desk * Create, update, and close customer tickets in ServiceNow ticketing portal for every call answered and accordin