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

• 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! 

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. 

EDUCATION/EXPERIENCE: 

• 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 diploma required; associate degree 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. 

• Candidates must possess a 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. citizenship required.  

PREFERRED QUALIFICATIONS:  

• Participation in the DoD SkillBridge Program strongly encouraged for transitioning service members. 

• Military experience in communications, cyber operations, information technology, medical support systems, or customer support environments is highly valued. 

• Experience operating in 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 learn new technologies and processes 

• Ability to operate effectively in structured, process-driven environments 

• Strong sense of 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