Note: The job is a remote job and is open to candidates in USA. GovCIO is currently hiring for Connected Device Support & Reconciliation Support Technician to support our VA Customer. This role involves assisting Veterans in setting up and troubleshooting their VA-provided telehealth and digital health devices, ensuring a professional and supportive customer service experience.
Responsibilities
- Make scheduled outbound calls and respond to inbound calls from Veterans needing device support
- Provide guidance for initial device setup and basic configuration of mobile devices
- Assist with pairing and setup of related peripherals (e.g., blood pressure monitors, scales, thermometers, pulse ox, Eko Duo) as needed
- Troubleshoot basic connectivity issues, including Wi-Fi, video applications, and general operations
- Deliver over-the-phone reassurance and calm support when diagnosing and resolving issues
- Walk Veterans step-by-step through device functionality and application use
- Clearly communicate technical concepts in plain language tailored to the user’s comfort level
- Accurately document all calls, troubleshooting steps, and resolutions in ticketing systems (e.g., ServiceNow) and reporting tools (e.g., PowerBI)
- Regularly review PowerBI dashboards to identify and address items that are due
- Order and track retrieval kits for device return and reconciliation
- Document provider notes and final consult comments in the medical record to ensure continuity of care
- Support reconciliation processes by verifying device functionality, data accuracy, and usage reporting
- Provide a professional, empathetic, and patient-focused service
- Escalate potential risks or recurring technical concerns to management
- Promote end-user satisfaction and ensure compliance with service performance metrics
- Maintain consistent attendance and start shifts on time
- Collaborate effectively with colleagues to meet team and program goals
- Protect sensitive and confidential information in compliance with security and privacy requirements
Skills
- Bachelor's with 0 - 2 years (or commensurate experience)
- High school diploma or equivalent required
- Strong communication and customer service skills, with ability to explain technical concepts simply
- Familiarity with iOS/Android devices, tablets, and Windows/Mac PCs
- Basic troubleshooting experience with mobile devices, connectivity, and peripherals
- Ability to type and document interactions accurately in real-time
- Strong problem-solving and analytical skills
- Detail-oriented with a focus on documentation accuracy
- Enthusiastic about serving Veterans and improving healthcare access
- Calm and composed under pressure, able to reassure end-users
- Team-oriented with strong time management and reliability
- Ability to obtain and maintain and Suitability/Public Trust clearance
- Associate degree or equivalent technical/customer service experience preferred
- Prior experience with documentation in help desk, ticketing, or reporting systems preferred (training provided)
- Prior exposure to healthcare, telehealth, or Veteran support environments is helpful but not required
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 Overview
GovCIO is a business consulting firm that focuses on cyber security, 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://govcio.com.