Note: The job is a remote job and is open to candidates in USA. GovCIO is currently hiring for a Connected Device Support & Reconciliation Support Technician to support their VA Customer. This role involves assisting Veterans with their telehealth and digital health devices, providing customer service through inbound and outbound calls, and ensuring accurate documentation and reconciliation of device interactions.
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
- 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.
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