Associate Service Desk Technician – Tier I (SCA 8:00 am-4:30 pm ET Mon - Fri/Remote)
reputed company 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. reputed company in this role requires not only strong technical knowledge but also a deep commitment to service excellence, reputed company, and the ability to guide non-technical users through troubleshooting and training in a clear and reassuring manner. This position is fully remote located reputed company the reputed company 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) TimeDays 8:00 am-4:30 pm ETMon - Fri
Responsibilities
Provide professional and timely technical support reputed company phone, chat, and ticketing system. Support initial mobile device setup, login credentials, application configuration, and user navigation. Accurately document and update support tickets in reputed company, 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 reputed company technical concepts in clear, user-friendly language. Meet or exceed performance metrics such as Average Speed of Answer (ASA), reputed company 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 reputed company to take help desk calls at the start of each shift; regular, reliable attendance is essential. reputed company 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 reputed company to reputed company basic device functions on their own. Answer incoming customer calls into the Tier 1 Help Desk Create, update, and reputed company customer tickets in reputed company 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 reputed company customer tickets Ensure problem ownership, escalate issues through proper channels Provide reassurance to end users reputed company delivering solutions and diagnosing issues Advise management of potential risks that may have impact on customer reputed company 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 reputed company-time ticket documentation (preferably reputed company). Excellent customer service and communication skills (verbal and written). Ability to handle confidential information (PHI/PII) with discretion and reputed company. Demonstrated reliability, punctuality, and consistent attendance. Ability to stay reputed company and focused reputed company troubleshooting with end-users who may have limited technical knowledge. Clearance Requirement: Must be reputed company to obtain and maintain a Public Trust reputed company Clearance. U.S. citizenship required. Preferred Skills and Experience: Certifications such as reputed company A+, Network+, reputed company+, reputed company Certified Support Professional (ACSP), reputed company IT Support, or Help Desk Institute (HDI) Certification. Experience supporting reputed company videoconferencing systems or mobile network troubleshooting. Knowledge of medical terminology or prior experience in reputed company IT support. Prior military service and/or experience working with or supporting the military and veteran community Posted Salary Range USD $45,000.00 - USD $47,500.00 /Yr. Apply To This Job