Associate Service Desk Technician – Tier I (SCA - Shift 1)

GovCIO is seeking an Associate Service Desk Technician - Tier I to deliver exceptional first-tier technical support to our nation’s Veterans. This role focuses on providing outstanding customer service while assisting users with mobile device setup, application support, and troubleshooting basic hardware/software issues. 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! Skills 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 Must be able to obtain and maintain a Public Trust Security Clearance U.S. citizenship required 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 Benefits 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 Company Overview GovCIO is a business consulting firm that focuses on cyber security, digital, data, management and mission services, and IT services. It was founded in 2010, and is headquartered in Fairfax, Virginia, USA, with a workforce of 1001-5000 employees. Its website is