GovCIO
Connected Device Support & Reconciliation Support Technician (Remote)
GovCIO, Indianapolis, Indiana, us, 46262
Overview
GovCIO is currently hiring for a Connected Device Support & Reconciliation Support Technician to ssupport our VA Customer. This position will be fully remote within the United States.
Responsibilities The 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.
The 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.
Essential Duties & Responsibilities
Inbound & Outbound Call Support:
Make scheduled outbound calls and respond to inbound calls from Veterans needing device support.
Device Setup & Basic Troubleshooting:
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.
Training & Education:
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.
Documentation & Reconciliation:
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.
Customer Experience:
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.
Team & Accountability:
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.
Qualifications Bachelor's with 0 - 2 years (or commensurate experience)
Education:
High school diploma or equivalent required. Associate degree or equivalent technical/customer service experience preferred.
Experience & Skills:
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. 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.
Professional Attributes:
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.
Work Schedule:
Monday – Friday, 8:30am – 5:00pm EST. Regular, reliable attendance is required.
Clearance Required:
Ability to obtain and maintain Suitability/Public Trust clearance.
Company Overview GovCIO 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. We are changing the face of government IT and building a workforce that fuels this mission.
What You Can Expect Interview & Hiring Process During the Interview Process: Virtual video interview conducted via video with the hiring manager and/or team. Camera must be on. A valid photo ID must be presented during each interview.
During the Hiring Process: Enhanced Biometrics ID verification screening. Background check, to include: Criminal history (past 7 years), verification of your highest level of education, verification of your employment history (past 7 years), based on information provided in your application.
Employee Perks
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
*Available to full-time employees
We 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.
Posted Pay Range The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process.
Posted Salary Range USD $50,000.00 - USD $60,000.00 /Yr.
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Responsibilities The 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.
The 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.
Essential Duties & Responsibilities
Inbound & Outbound Call Support:
Make scheduled outbound calls and respond to inbound calls from Veterans needing device support.
Device Setup & Basic Troubleshooting:
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.
Training & Education:
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.
Documentation & Reconciliation:
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.
Customer Experience:
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.
Team & Accountability:
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.
Qualifications Bachelor's with 0 - 2 years (or commensurate experience)
Education:
High school diploma or equivalent required. Associate degree or equivalent technical/customer service experience preferred.
Experience & Skills:
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. 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.
Professional Attributes:
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.
Work Schedule:
Monday – Friday, 8:30am – 5:00pm EST. Regular, reliable attendance is required.
Clearance Required:
Ability to obtain and maintain Suitability/Public Trust clearance.
Company Overview GovCIO 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. We are changing the face of government IT and building a workforce that fuels this mission.
What You Can Expect Interview & Hiring Process During the Interview Process: Virtual video interview conducted via video with the hiring manager and/or team. Camera must be on. A valid photo ID must be presented during each interview.
During the Hiring Process: Enhanced Biometrics ID verification screening. Background check, to include: Criminal history (past 7 years), verification of your highest level of education, verification of your employment history (past 7 years), based on information provided in your application.
Employee Perks
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
*Available to full-time employees
We 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.
Posted Pay Range The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process.
Posted Salary Range USD $50,000.00 - USD $60,000.00 /Yr.
#J-18808-Ljbffr