Job Details

divh2Connected Device Support Reconciliation Support Technician/h2pGovCIO is currently hiring for a Connected Device Support Reconciliation Support Technician to support our VA Customer. This position will be fully remote within the United States./ppThe Connected Device Reconciliation Support Representative is responsible for supporting Veterans in accessing and using their VA-provided telehealth and digital health devices. This entry to mid-level position provides both inbound and outbound call support to ensure Veterans can successfully set up, operate, and troubleshoot their devices with confidence./ppThe role also includes accurate documentation of interactions, device reconciliation, and reporting activities to maintain service quality and continuity of care. Candidates must be enthusiastic about customer service, able to explain technology in user-friendly terms, and committed to delivering a professional, mission-driven experience to every Veteran./ph3Essential Duties Responsibilities/h3ulliInbound Outbound Call Support:/liulliMake scheduled outbound calls and respond to inbound calls from Veterans needing device support./li/ulliDevice Setup Basic Troubleshooting:/liulliProvide guidance for initial device setup and basic configuration of mobile devices./liliAssist with pairing and setup of related peripherals (e.g., blood pressure monitors, scales, thermometers, pulse ox, Eko Duo) as needed./liliTroubleshoot basic connectivity issues, including Wi-Fi, video applications, and general operations./liliDeliver over-the-phone reassurance and calm support when diagnosing and resolving issues./li/ulliTraining Education:/liulliWalk Veterans step-by-step through device functionality and application use./liliClearly communicate technical concepts in plain language tailored to the users comfort level./li/ulliDocumentation Reconciliation:/liulliAccurately document all calls, troubleshooting steps, and resolutions in ticketing systems (e.g., ServiceNow) and reporting tools (e.g., PowerBI)./liliRegularly review PowerBI dashboards to identify and address items that are due./liliOrder and track retrieval kits for device return and reconciliation./liliDocument provider notes and final consult comments in the medical record to ensure continuity of care./liliSupport reconciliation processes by verifying device functionality, data accuracy, and usage reporting./li/ulliCustomer Experience:/liulliProvide a professional, empathetic, and patient-focused service./liliEscalate potential risks or recurring technical concerns to management./liliPromote end-user satisfaction and ensure compliance with service performance metrics./li/ulliTeam Accountability:/liulliMaintain consistent attendance and start shifts on time./liliCollaborate effectively with colleagues to meet team and program goals./liliProtect sensitive and confidential information in compliance with security and privacy requirements./li/ul/ulh3Qualifications/h3pBachelors with 0 - 2 years (or commensurate experience)/ppRequired Skills and Experience:/pulliEducation:/liulliHigh school diploma or equivalent required./liliAssociate degree or equivalent technical/customer service experience preferred./li/ulliExperience Skills:/liulliStrong communication and customer service skills, with ability to explain technical concepts simply./liliFamiliarity with iOS/Android devices, tablets, and Windows/Mac PCs./liliBasic troubleshooting experience with mobile devices, connectivity, and peripherals./liliAbility to type and document interactions accurately in real-time./liliPrior experience with documentation in help desk, ticketing, or reporting systems preferred (training provided)./liliPrior exposure to healthcare, telehealth, or Veteran support environments is helpful but not required./li/ulliProfessional Attributes:/liulliStrong problem-solving and analytical skills./liliDetail-oriented with a focus on documentation accuracy./liliEnthusiastic about serving Veterans and improving healthcare access./liliCalm and composed under pressure, able to reassure end-users./liliTeam-oriented with strong time management and reliability./li/ul/ulpWork Schedule:/ppMonday Friday, 8:30am 5:00pm EST/ppRegular, reliable attendance is required./ppClearance Required:/ppAbility to obtain and maintain Suitability/Public Trust clearance/ph3Company Overview/h3pGovCIO 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 cant 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?/ph3What You Can Expect/h3pInterview Hiring Process:/pulliDuring the Interview Process:/liulliVirtual video interview conducted via video with the hiring manager and/or team./liliCamera must be on./liliA valid photo ID must be presented during each interview./li/ulliDuring the Hiring Process:/liulliEnhanced Biometrics ID verification screening./liliBackground check, to include:/liulliCriminal history (past 7 years)/liliVerification of your highest level of education./liliVerification of your employment history (past 7 years), based on information provided in your application./li/ul/ul/ulh3Employee Perks/h3pAt 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:/pulliEmployee Assistance Program (EAP)/liliCorporate Discounts/liliLearning Development platform, to include certification preparation content/liliTraining, Education and Certification Assistance*/liliReferral Bonus Program/liliInternal Mobility Program/liliPet Insurance/liliFlexible Work Environment *Available to full-time employees/li/ulpOur 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./ppWe 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./ppPosted Pay Range: USD $50,000.00 - USD $60,000.00 /Yr./ppLocation: US-Remote/ppID: 2025-7304/ppCategory: Information Technology/ppPosition Type: Full-Time/p/div