Overview 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. 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. This position is fully remote located within the continental United States. If you are local in the DC/MD/VA area, you will be required to attend the 1-week long training session in the Herndon, VA office. Shifts (Eastern Time) TimeDays10:00 am - 6:30 pm ETTues - Fri11:00 am - 10:00 pm ETFri - Mon2:00 pm - 10:30 pm ETTues - Sat2:30 pm - 11:00 pm ETTues - Fri 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! WHAT YOU’LL BE DOING 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 Qualifications 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 Company Overview 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? What You Can Expect Interview & Hiring Process 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 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 Employee Perks 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. Posted Salary Range USD $47,500.00 - USD $47,500.00 /Yr.

• Provide support for end users via phone, email, and remote tools • Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 apps, printers, and common business software • Support basic networking issues such as connectivity, VPN, and DNS problems • Handle user onboarding/offboarding including email setup, permissions, and workstation configuration • Collaborate with other team members to ensure quick resolution and knowledge sharing • Troubleshoot firewalls, switches, and other networking equipment. • Follow and implement security best practices across client environments. • Communicate effectively with clients, ensuring technical solutions are explained in clear, non-technical terms. • Maintain detailed documentation of work performed in ticketing and documentation systems.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Restaurant Systems Manager is a tech-savvy leader with a strong understanding of restaurant technology, system integrations, and compliance standards, with the ability to troubleshoot issues, drive system improvements, and train team members on best practices. They will be responsible for the implementation, maintenance, and optimization of new shop technology systems (Qu), ensuring seamless operations across all locations. - Oversee the deployment, maintenance, and upgrades of POS, KDS, digital ordering, and shop technology platforms. - Ensure seamless integration between front-of-house and back-of-house systems, including third-party delivery and loyalty programs. - Continuously evaluate new technologies and enhancements to improve efficiency, guest experience, and operational performance. - Manage vendor relationships, including negotiations, service level agreements (SLAs), and ongoing system support. - Coordinate system updates, patches, and security enhancements with vendors and internal teams. - Troubleshoot hardware and software issues, ensuring minimal downtime and fast resolution of technical problems. - Work closely with Operations, Finance, and IT teams to align technology with business needs and shop workflows. - Gather user feedback from Franchisee Owners, Team Members, and Leadership to improve system usability and efficiency. - Develop standard operating procedures (SOPs) for system use, troubleshooting, and best practices. - Ensure compliance with PCI DSS standards, data security policies, and IT best practices for shop technology. - Monitor system vulnerabilities and implement cybersecurity measures to protect guest and financial data. - Oversee role-based access controls and maintain system integrity across all locations. - Provide technical training and support for Franchise Owners and Company Owned Shops on POS systems and related technologies. - Develop training materials and documentation for system usage and troubleshooting. - Establish a help desk support structure for shops, ensuring efficient issue resolution and upgrades. Qualifications - Bachelor’s degree in information technology, or related field (or equivalent experience). - 3-5 years of experience managing restaurant technology systems, including POS, KDS, and digital ordering platforms. - Strong understanding of system integrations, APIs, and network connectivity for restaurant operations. - Experience working with POS systems (e.g., Qu, NCR, Toast, Brink, PAR) and other restaurant tech solutions. - Knowledge of PCI compliance, data security, and IT best practices. - Ability to analyze system performance, identify trends, and drive improvements. - Excellent problem-solving, troubleshooting, and project management skills. - Strong communication skills to work effectively with our Support Team. - Experience with multi-unit restaurant operations and corporate franchise models preferred. - Knowledge of cloud-based restaurant technology solutions and reporting dashboards preferred. - Familiarity with third-party delivery and loyalty program integrations preferred. Requirements - Willingness to travel for local shop visits and company meetings; otherwise, work is completed in a remote setting. - Ability to work at a desk and use a computer for extended periods. - Must be 21 years of age to comply with state age travel requirements. - Occasionally required to stand, walk, and lift materials up to 15 pounds. - Ability to communicate effectively verbally and in writing in a fast-paced work environment. Benefits - Competitive base compensation & incentive bonus plan. - Eligibility to participate in our annual performance review program. - Comprehensive benefits package, including Medical, Dental, Vision, Flexible Hybrid-Remote Work Environment, Domestic Partner Benefits, Spouse & Children Benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), 401(k) with company match, Employer-Paid Life & AD&D Insurance and Short-Term Disability, Paid Time Off, Paid Holidays, Flight/hotels paid for, Mileage Reimbursement, Cell Phone Stipend, Company Credit Card provided and more! - Advancement opportunities through our Playa Bowls training program. - Vibrant work culture with a dynamic, collaborative environment. - Employee discounts: 50% off and one free bowl during shifts, 30% off when not working.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Our client is seeking a versatile Help Desk Analyst / Systems Administrator to join a small team supporting users of an external-facing application. This role combines hands-on technical support, system administration, and light development support. - Serve as the primary point of contact for incoming application support and helpdesk requests. - Troubleshoot and resolve technical issues including permissions changes, database updates, and application functionality issues. - Perform system administration tasks across application environments and user management platforms. - Create and manage user accounts, permissions, and system access. - Diagnose issues using application logs, monitoring tools, and system diagnostics. - Document resolutions, maintain knowledge base articles, and ensure consistent support processes. - Create detailed, development-ready tickets for issues requiring code changes. - Assist with small development tasks or enhancements when helpdesk workload allows. - Collaborate with development, security, and product teams to ensure smooth system operations. Qualifications - Active Secret Security Clearance - CompTIA Security+ certification - 2–4 years of experience in helpdesk, IT support, or system administration roles - Experience performing routine helpdesk support including: - Database updates - Permission changes - Account creation and management - Certificate or authentication troubleshooting - Strong troubleshooting and problem-solving skills - Experience working with ticketing systems and documenting technical work - Experience reviewing application logs and monitoring tools Requirements - Experience with Python, PowerShell, or another scripting language - Familiarity with software development workflows such as Git, branching, and code reviews - Basic understanding of APIs or application integrations - Exposure to cloud environments such as AWS or Azure - Experience supporting product or application teams