[Remote] Connected Device Support & Reconciliation Support Technician (Remote 8:30am – 5:00pm EST )

Note: The job is a remote job and is open to candidates in USA. GovCIO is currently hiring for Connected Device Support & Reconciliation Support Technician to support our VA Customer. This role involves assisting Veterans in setting up and troubleshooting their VA-provided telehealth and digital health devices, ensuring a professional and supportive customer service experience.ResponsibilitiesMake scheduled outbound calls and respond to inbound calls from Veterans needing device supportProvide guidance for initial device setup and basic configuration of mobile devicesAssist with pairing and setup of related peripherals (e.g., blood pressure monitors, scales, thermometers, pulse ox, Eko Duo) as neededTroubleshoot basic connectivity issues, including Wi-Fi, video applications, and general operationsDeliver over-the-phone reassurance and calm support when diagnosing and resolving issuesWalk Veterans step-by-step through device functionality and application useClearly communicate technical concepts in plain language tailored to the user’s comfort levelAccurately document all calls, troubleshooting steps, and resolutions in ticketing systems (e.g., ServiceNow) and reporting tools (e.g., PowerBI)Regularly review PowerBI dashboards to identify and address items that are dueOrder and track retrieval kits for device return and reconciliationDocument provider notes and final consult comments in the medical record to ensure continuity of careSupport reconciliation processes by verifying device functionality, data accuracy, and usage reportingProvide a professional, empathetic, and patient-focused serviceEscalate potential risks or recurring technical concerns to managementPromote end-user satisfaction and ensure compliance with service performance metricsMaintain consistent attendance and start shifts on timeCollaborate effectively with colleagues to meet team and program goalsProtect sensitive and confidential information in compliance with security and privacy requirementsSkillsBachelor's with 0 - 2 years (or commensurate experience)High school diploma or equivalent requiredStrong communication and customer service skills, with ability to explain technical concepts simplyFamiliarity with iOS/Android devices, tablets, and Windows/Mac PCsBasic troubleshooting experience with mobile devices, connectivity, and peripheralsAbility to type and document interactions accurately in real-timeStrong problem-solving and analytical skillsDetail-oriented with a focus on documentation accuracyEnthusiastic about serving Veterans and improving healthcare accessCalm and composed under pressure, able to reassure end-usersTeam-oriented with strong time management and reliabilityAbility to obtain and maintain and Suitability/Public Trust clearanceAssociate degree or equivalent technical/customer service experience preferredPrior experience with documentation in help desk, ticketing, or reporting systems preferred (training provided)Prior exposure to healthcare, telehealth, or Veteran support environments is helpful but not requiredBenefitsEmployee Assistance Program (EAP)Corporate DiscountsLearning & Development platform, to include certification preparation contentTraining, Education and Certification Assistance*Referral Bonus ProgramInternal Mobility ProgramPet InsuranceFlexible Work EnvironmentCompany OverviewGovCIO 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 https://govcio.com.