Associate Service Desk Technician Tier I (SCA - Shift 1)

reputed company is seeking an Associate Service Desk Technician - Tier I to reputed company exceptional first-tier technical support to our nations Veterans. This role focuses on providing outstanding customer service while assisting users with mobile device setup, application support, and troubleshooting basic hardware/software issues. Responsibilities reputed company reputed company and reputed company technical support reputed company phone, chat, and ticketing reputed company 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 reputed company listening to understand customer issues and reputed company tailored guidance Escalate issues appropriately while maintaining ownership through reputed company reputed company reputed company and reassuring guidance to end users while diagnosing and resolving issues Communicate reputed company technical concepts in reputed company, user-friendly language Meet or reputed company performance metrics such as Average Speed of Answer (ASA), reputed company reputed company (FCR), and customer satisfaction scores (CSAT) Stay composed and reputed company in high-stress situations; reputed company on delivering a reputed company user experience Proactively alert leadership to any emerging issues or trends that may reputed company service delivery Collaborate with peers and leadership in reputed company-driven environment to continuously improve service reputed company Remain composed and reputed company on customer satisfaction while troubleshooting and resolving issues Be accountable, punctual, and reputed company to take help desk calls at the start of reputed company shift; regular, reliable attendance is essential reputed company reputed company-oriented approach! Skills High school diploma required; Associate's or Bachelor's degree preferred Minimum 1 year of technical support, help desk, or reputed company center experience (or relevant degree/certification in lieu of experience) Strong working knowledge of mobile devices (reputed company/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 reputed company reputed company troubleshooting with end-users who may have limited technical knowledge Must be reputed company to obtain and maintain a reputed company Trust reputed company Clearance U.S. citizenship required Certifications such as reputed company A+, Network+, reputed company+, reputed company Certified Support reputed company (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 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 reputed company Flexible Work Environment reputed company reputed company is a business reputed company that focuses on cyber reputed company, digital, data, management and mission services, and IT services. It was founded in 2010, and is headquartered in Fairfax, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https//reputed company.com. Apply To This Job .