This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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 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) - 10:00 am - 6:30 pm ET, Tues - Fri - 11:00 am - 10:00 pm ET, Fri - Mon - 2:00 pm - 10:30 pm ET, Tues - Sat - 2:30 pm - 11:00 pm ET, Tues - 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 - 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. Requirements - 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. 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 Description 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. 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.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers the opportunity to provide critical technical support during late afternoon, evening, and weekend hours, ensuring seamless operations when standard support teams are offline. You will act as the primary point of contact for escalated issues, managing client communications and resolving technical problems efficiently. - Serve as the main point of contact during late afternoon, evening, and weekend shifts, managing incoming support calls and escalated tickets. - Respond to and resolve technical issues across Microsoft, Google, and Apple environments, ensuring smooth client operations. - Configure and troubleshoot network devices including Fortinet and Meraki, and manage cloud and VOIP systems such as Office 365 and RingCentral. - Document processes, resolutions, and troubleshooting steps thoroughly to maintain accurate knowledge bases. - Provide excellent customer service, ensuring client satisfaction and support continuity outside regular business hours. - Support onboarding, network setups, and system maintenance as needed to minimize disruptions. Qualifications - 5+ years of experience working at a Managed Service Provider (MSP). - 2+ years of MSP experience as an onsite technician. - Fluent in English, both written and spoken. - Strong technical background in Microsoft 365 administration, cloud management, and VOIP systems. - Experience configuring and supporting Fortinet, Meraki, and related network devices. - Skilled in handling escalations and troubleshooting independently. - Excellent communication and documentation skills. - Familiarity with Healthcare IT systems, HIPAA compliance, or related security standards is a plus. - Willingness to work a long-term remote night shift covering late afternoons, evenings, and weekends (EST). Benefits - Full-time, remote position with flexible work-from-home arrangements. - Opportunity to work in a dynamic MSP environment supporting multiple clients. - Gain hands-on experience with diverse IT environments including Microsoft, Google, Apple, and network platforms. - Exposure to advanced cloud and VOIP administration. - Collaborative and supportive team culture. - Opportunity for professional growth within IT support and managed services.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Service Desk Supervisor plays a critical role within the Office of Connected Care Help Desk (OCCHD), overseeing the delivery of high-quality support services to Veterans and VA Providers. This position manages a team of Help Desk professionals providing Tier I, Tier II, and Tier III support, including onboarding, troubleshooting, and mobile application training related to video telehealth platforms. The Supervisor is responsible for ensuring operational excellence, driving team performance, maintaining compliance with SLAs, and fostering a culture of continuous improvement. This role requires prior experience in a technical support environment, proven leadership capabilities, and the ability to engage effectively with internal stakeholders, external partners, and end-users. Responsibilities - Lead and develop a high-performing support team through coaching, mentoring, and formal performance reviews. - Manage team schedules to align staffing with service level objectives and support coverage needs. - Oversee day-to-day Help Desk operations, including monitoring of incidents, alerts, requests, and problems to ensure timely resolution and adherence to quality standards. - Provide ongoing feedback through real-time monitoring, parallel observation, and structured coaching sessions. - Foster a positive, respectful, and inclusive team environment aligned with organizational values. - Monitor agent activity and system dashboards to ensure compliance with established metrics (e.g., ASA, ABA, CSAT). - Identify gaps in team knowledge and contribute to knowledge base updates and training plans. - While this is a remote-first position, the Service Desk Supervisor, if local, is expected to be onsite one day per week to support operations, foster team engagement, and maintain alignment with leadership initiatives. - Lead monthly case quality reviews and support initiatives to improve customer satisfaction and service delivery. - Collaborate cross-functionally to enhance escalation procedures and documentation. - Ensure a customer-first approach across all interactions by providing guidance and support to team members. - Serve as an escalation point for customer issues, ensuring timely and effective resolution. - Uphold Soldier Point’s reputation through professional and courteous engagement with internal and external stakeholders. - Contribute to hiring decisions by interviewing candidates and assessing qualifications. - Track and report weekly, monthly, and quarterly team performance metrics. - Represent OCCHD leadership in client and stakeholder meetings. - Assist in the development and delivery of technical and process-related training content. - Ensure compliance on accurate timecard and leave reporting. Qualifications - Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent work experience. - 4–8 years of technical service desk experience supporting hardware, software, and networking components. - Prior supervisory experience in a customer support or help desk environment. Requirements - Strong written and verbal communication skills with the ability to convey technical concepts to non-technical users. - Demonstrated strong customer focus in service operations environment. - Familiarity with mobile device support, including iOS, Android, tablets, and 4G connectivity. - Superior experience working with software applications. - Interpersonal communication and de-escalation skills. - Proven track record of managing projects and achieving performance targets. - Intermediate proficiency with Microsoft Office Suite (Excel, PowerPoint, Word). - Knowledge of data privacy practices, VA systems, and Federal IT compliance standards. - Provide Process and Product Training as needed. - Demonstrated experience managing projects and executing against defined timelines. - Experience with ServiceNow ticketing system and NICE InContact Phone systems. - Experience working in a team-oriented, collaborative environment. - Travel to Veterans Administration location to provide on-site support as needed. - Regular and reliable attendance is required. - Ability to obtain and maintain Public Trust Security Clearance. - US Citizen. Professional Competencies - Strong interpersonal and conflict resolution skills. - Analytical thinker with excellent problem-solving capabilities. - Results-driven with the ability to manage multiple priorities under pressure. - Effective time management, organizational, and delegation skills. - Ability to coach and develop others through knowledge transfer and support. - Flexibility to adapt to shifting priorities and evolving service needs.

• Oversee the deployment, maintenance, and security of hardware (laptops, peripherals). • Manage IT inventory and stock: track equipment, handle procurement, and prepare devices for employees. • Prepare and manage employee onboarding and offboarding from a technical standpoint (device setup, access provisioning, equipment recovery). • Manage software licensing and SaaS access (Google Workspace, Slack, etc.). • Ensure the smooth operation of the office network environment. • Provide on-site technical support when necessary to assist teams and resolve technical issues. • Act as the primary point of contact for technical escalations. • Streamline the onboarding/offboarding process from a technical standpoint. • Create documentation and self-help guides to empower Sparteo employees. • Implement IT automation to reduce manual support tasks. • Ensure compliance with Sparteo’s security policies and data protection standards. • Monitor system performance and manage hardware inventory and procurement.