Associate Service Desk Technician - Tier I - SkillBridge

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.

This position is well-suited for transitioning service members participating in the Department of Defense (DoD) SkillBridge Program. GovCIO provides an opportunity for service members to gain hands-on experience in enterprise IT support, customer service operations, healthcare technology support, and federal contract operations while transitioning from military service to civilian careers.

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.

Shifts (Eastern Time)

8:00 am - 4:30 pm ET, M-F

8:30 am - 5:00 pm ET, M-F

9:00 am - 5:30 pm ET, M-F

Responsibilities

• Provide professional andtimelytechnical 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 andprovidetailored guidance.
• Escalate issues appropriately whilemaintainingownership 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 mayimpactservice 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 takehelpdesk calls at the start of each shift; regular, reliable attendance is essential.
• Embrace a team-oriented approach!

Qualifications

MILITARY SKILLBRIDGE OPPORTUNITY

GovCIO proudly supports the Department of Defense SkillBridge Program and welcomes applications from transitioning active-duty service members seeking civilian career experience prior to separation from military service.

Participants in the SkillBridge program may receive hands-on training and mentorship in:

• IT Service Desk Operations
• Technical Troubleshooting and Customer Support
• ServiceNow Ticket Management
• Mobile Device and Application Support
• Incident Escalation Processes
• Healthcare Technology Support
• Remote User Support and Virtual Collaboration Tools
• Federal Contract Operations and Performance Metrics
• Professional Communication and Customer Experience Best Practices

SkillBridge participants will work alongside experienced service desk professionals in a structured learning environment designed to help build technical, operational, and customer service skills applicable to civilian IT support careers.

• Military technical training, communications experience, customer support experience, or equivalent military occupational specialty (MOS/AFSC/Rate) experience may be considered in lieu of traditional technical support experience.
• High school diplomarequired;associate degree or bachelor'sdegree 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 andmaintaina Public Trust Security Clearance.
• Candidates mustpossessa valid state-issued REAL ID-compliant driver's license or a valid U.S. passport to meet requirements for obtaining the required security clearance.
• U.S. citizenshiprequired., * Participation in the DoDSkillBridgeProgram stronglyencouraged fortransitioning service members.
• Military experience in communications, cyber operations, information technology, medical support systems, or customer support environments is highly valued.
• Experienceoperatingin fast-paced, mission-critical environments with strong attention to detail and accountability.
• 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

PROFESSIONAL QUALITIES :

• Strong work ethic and accountability
• Adaptability and willingness to learnnew technologiesand processes
• Ability tooperateeffectively in structured, process-driven environments
• Strong senseof mission focus, accountability, and service excellence
• Ability to work effectively both independently and within a team environment
• Effective time management and multitasking ability
• Dependable, punctual, and customer-focused
• Team-oriented with a collaborative mindset
• Attention to detail and quality
• Problem-solving and analytical thinking
• Confident, calm, and clear communicator, * 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

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

*Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens. But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?