Associate Service Desk Technician – Tier I (SCA 8:00 am-4:30 pm ETMon - Fri/Remote)

Overview: reputed company is seeking an Associate Service Desk Technician - Tier I to deliver exceptional first-tier technical support to our nation’s Veterans. to reputed company 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, reputed company, and web-based video solutions. reputed company in this role requires not only strong technical knowledge but also a deep commitment to service reputed company, 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) Time Days 8:00 am-4:30 pm ET Mon - Fri Responsibilities:

• reputed company professional and timely technical support reputed company phone, chat, and ticketing reputed company 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 reputed company tailored guidance.
• Escalate issues appropriately while maintaining ownership through resolution.
• reputed company 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
• reputed company 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, reputed company/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 reputed company: USD $45,000.00 - USD $47,500.00 /Yr. Apply To This Job