[Remote] Connected Device Support & Reconciliation Support Technician (Remote 8:30am – 5:00pm EST )

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