• Provides technical support and troubleshooting for network, desktop, and/or systems hardware, software, and mobile devices • Password reset assistance, and supporting multiple customers within a 24/7/365 support environment • Collaborate with senior technicians and other IT specialists when faced with complex or escalating issues • Joint troubleshooting sessions, leveraging shared knowledge bases, and contributing to post-mortem analyses to identify root causes and implement preventive measures • Manage a queue of technical support requests, prioritize impact-based issues, and document resolutions thoroughly

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.

Role Description You will serve as the primary internal IT resource, responsible for building and managing the company’s IT systems from the ground up. Your mandate includes: - Device management - Onboarding/offboarding - Integrations - Automation - Compliance management This is not a support ticket role—this is a systems ownership role. The ideal candidate is proactive, technically skilled across Apple and Microsoft ecosystems, detail-oriented, and thrives in a high-growth, fast-paced environment. You will work directly with operations leadership and coordinate with an external IT consultancy as needed, but you are the internal owner of all IT systems. Your Impact You will play a critical role in elevating the quality and effectiveness of video content across campaigns and brand initiatives. Your work will directly influence: - Audience engagement - Brand perception - Campaign performance through compelling storytelling and polished execution By improving production efficiency and maintaining high creative standards, you will help deliver consistent, high-impact multimedia outputs. You will also contribute to stronger collaboration across creative and marketing teams, ensuring projects are delivered on time and aligned with brand objectives. Core Responsibilities - Device Management & Apple Business Manager Setup – 35% - Enroll and maintain all company devices in Apple Business Manager - Provision and configure macOS and Windows endpoints for all employees - Troubleshoot hardware and software issues across Apple and Microsoft ecosystems - Connect device management infrastructure to Google Workspace and other platforms - Employee Onboarding & Offboarding – 30% - Execute technical onboarding: account creation, tool access, device provisioning - Own offboarding processes: device retrieval, account deprovisioning, access removal - Develop and maintain SOPs and documentation for onboarding/offboarding - Take ownership of scaling onboarding operations from current processes - Security & Compliance Support – 20% - Support deployment and monitoring of endpoint security tools - Maintain and enforce security policies and best practices - Assist with access reviews, security audits, and compliance system management - IT Systems Integration & Automation – 10% - Build automation for recurring IT workflows in partnership with operations - Ensure clean integration and communication between internal tools and platforms - General IT Support & Escalation – 5% - Serve as the first internal escalation point before involving external IT support - Handle reactive hardware/software support requests from the team Qualifications - 1–3 years of experience in IT support, systems administration, or similar technical roles - Hands-on experience with identity and device management in Apple and Microsoft ecosystems - Strong working knowledge of macOS - Understanding of Apple device management integration with SaaS ecosystems (Google Workspace) - Ability to work independently as the sole internal IT resource - Availability to work U.S. hours - Strong documentation skills and attention to detail - Clear communication for non-technical audiences Nice-to-Haves (Preferred) - Familiarity with MDM platforms: Jamf, Intune, Kandji - Experience with SaaS admin: Google Workspace, Microsoft 365, Auth0, 1Password - Exposure to SOC 2, ISO 27001, or similar compliance frameworks - Startup or high-growth tech experience - Basic scripting (Bash, PowerShell, Python) for automation - Relevant certifications (CompTIA Security+, Apple Certified Support Professional, Microsoft equivalents) - Understanding of zero-trust security principles Tools Proficiency - Must-Haves (Required) - Apple Business Manager (or equivalent MDM) - Google Workspace - macOS administration - Nice-to-Haves (Preferred) - Jamf / Intune / Kandji - Microsoft 365 - Auth0 / 1Password - Endpoint security tooling - Bash / PowerShell / Python (light scripting) Benefits - Competitive Salary: Based on experience and skills - Remote Work: Fully remote—work from anywhere - Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency - Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting - Generous PTO: In accordance with company policy - Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees - Direct Mentorship: Guidance from international industry experts - Learning & Development: Ongoing access to resources for professional growth - Global Networking: Connect with professionals worldwide Our Recruitment Process - Application - Screening - Skills Assessment - Top-grading Interview - Client Interview - Job Offer - Client Onboarding Ready to Join Us? If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.

• Participate in experiential learning that integrates knowledge and theory learned in the classroom with practical application and skills development in a clinical or professional setting. • Assist with supporting the assigned area, gaining practical application experience, and expanding their knowledge and skills base. • Observe the workplace and gain industry knowledge, while also performing job-specific tasks to assist with operations. • Accountable for satisfying all job-specific obligations and complying with all organization policies and procedures.