Customer Support Administrator (IT Specialist)

About the role

GovCIO is hiring a Senior Customer Support Administrator/IT Specialist with an active Secret clearance to serve as an on-site support point of contact for customers, providing assistance, resolving issues, and ensuring an exceptional service experience across classified and unclassified networks. This is a fully on-site position in Merrifield, VA.

Responsibilities

• Supports Microsoft Windows environments, repairs/replaces system peripherals, including printers and scanners, and maintains configuration management data and documentation.
• Creates, updates, and tracks service call requests within service ticket tracking systems such as Remedy, ServiceNow, ServiceManager, and others.
• Troubleshoots and resolves issues with on-site communications equipment.
• Provides user support for mobile devices, including MDM (Mobile Device Management) solutions.
• Facilitates resolution of network, hardware, and software problems, including O365 and OneDrive.
• Maintains remote user assistance capabilities.
• Provides technical assistance for relocations and moves.
• Stages and take-downs end-user workstations and associated equipment.
• Manages user/workstation accounts and permissions within Active Directory.
• Maintains operability of the Uninterruptible Power Supply (UPS).
• Provides troubleshooting of VTC equipment.

Qualifications

• High school diploma with 6 - 9 years of IT customer support (or commensurate experience)
• Excellent communication, problem-solving, and interpersonal skills to handle inquiries efficiently while maintaining a positive and professional demeanor.
• Experience with system reimaging, remote desktop management platforms, and remote connection tools.
• Ability to lift 50 pounds.
• Clearance Required: Active Secret with the ability to obtain and hold DEA suitability.

Pay

Posted Salary Range: USD $75,000.00 - USD $75,000.00 /Yr.