Associate Service Desk Technician – Tier I (SCA 7:00 am-3:30 pm ET Sun - Thurs/Remote) - GovCIO
Govcio • United States
No Relocation
Posted: July 1, 2026
Additional Content
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!
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 according to defined ticket compliance requirements
- Ask probing questions, listen, and record data capture details and actions performed in all customer tickets
- Ensure problem ownership, escalate issues through proper channels
- Provide reassurance to end users when delivering solutions and diagnosing issues
- Advise management of potential risks that may have impact on customer base and operating environment
- Promote end-user satisfaction in adherence to established performance metrics
Required Skills and Experience:
- 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, Windows/Mac PCs, and video conferencing platforms.
- Familiarity with service desk tools and real-time ticket documentation (preferably ServiceNow).
- Excellent customer service and communication skills (verbal and written).
- Ability to handle confidential information (PHI/PII) with discretion and integrity.
- Demonstrated reliability, punctuality, and consistent attendance.
- Ability to stay calm and focused when troubleshooting with end-users who may have limited technical knowledge.
Clearance Requirement:
- Must be able to obtain and maintain a Public Trust Security Clearance.
- U.S. citizenship required.
Preferred Skills and Experience:
- Certifications such as CompTIA A+, Network+, Security+, Apple Certified Support Professional (ACSP), Google IT Support, or Help Desk Institute (HDI) Certification.
- Experience supporting Cisco videoconferencing systems or mobile network troubleshooting.
- Knowledge of medical terminology or prior experience in healthcare IT support.
- Prior military service and/or experience working with or supporting the military and veteran community
If you are selected to move forward through the process, here’s what you can expect:
- During the Interview Process
- Virtual video interview conducted via video with the hiring manager and/or team Camera must be on A valid photo ID must be presented during each interview
During the Interview Process
- Virtual video interview conducted via video with the hiring manager and/or team
- Camera must be on
- A valid photo ID must be presented during each interview
During the Interview Process Virtual video interview conducted via video with the hiring manager and/or team Camera must be on A valid photo ID must be presented during each interview
- During the Hiring Process
- Enhanced Biometrics ID verification screening Background check, to include: Criminal history (past 7 years) Verification of your highest level of education Verification of your employment history (past 7 years), based on information provided in your application
During the Hiring Process
- Enhanced Biometrics ID verification screening
- Background check, to include:
- Criminal history (past 7 years) Verification of your highest level of education Verification of your employment history (past 7 years), based on information provided in your application
Background check, to include:
- Criminal history (past 7 years)
- Verification of your highest level of education
- Verification of your employment history (past 7 years), based on information provided in your application
At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:
- Employee Assistance Program (EAP)
- Corporate Discounts
- Learning & Development platform, to include certification preparation content
- Training, Education and Certification Assistance*
- Referral Bonus Program
- Internal Mobility Program
- Pet Insurance
- Flexible Work Environment