Asset Admin

Govcio LLC

4d•Onsite

About The Position

GovCIO is currently hiring for an Asset Admin to providing first-tier support to our nation's veterans, consisting of just in time cellular carrier updates (activations, suspensions, deactivations), end-user assistance and coordination of mobile devices data plans with cellular carriers. This candidate will be responsible for the management of Assets via ServiceNow to ensure pertinent information is captured and updated in the system. In addition, this position will follow established Asset Management policies, procedures, and processes. Our most important qualification isn't technical, it’s the ability to consistently deliver world-class support and invigorating customer experiences in a mission driven organization. As an Asset Management Admin, one must have the ability to adapt to evolving products, platforms, and hardware. You have the tenacity to work with different cellular carriers and/or non-technical end-users until issues are resolved and devices are functioning . This position is located in Herndon, VA and will be an onsite position.

Requirements

Bachelor’s Degree with 0-2 yrs experience
Strong organizational and follow up skills
Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer is required
Strong Microsoft office skills
Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone
Clearance Level: Public Trust

Nice To Haves

Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
Ability to work successfully as part of a team
Ability to keep sensitive and confidential material private
Regular & reliable attendance required
Problem-solving mindset with an initiative to drive improvement by detailed suggestions and/or research of tools and other efficiency gaining opportunities
Strong oral and written communications
Ability to work cross-functionally with multiple departments

Responsibilities

Manage multiple dashboards (Internal and customer) to update data elements within SLAs.
Configuring iPads with iPad Refresh Carts (iPRC) based on customer profiles and cellular needs
Work in unison with multiple internal and external teams, including customers, cellular carriers, Tier 2 technicians, specialized reach-out/project teams.
Perform basic research and follow-up on IT assets with the ability to work with multiple data sources.
Acquire data from primary or secondary data sources and maintain databases/data systems
Create, update, close manage customer tickets in ServiceNow ticketing system
Do the troubleshooting and escalate as needed and ensure problem ownership
Provide reassurance to end users when delivering solutions and diagnosing issues
Advise management of potential risks that may have impact on customer base and operating environment
Promote end-user satisfaction in adherence to established performance metrics
Takes initiative to correct asset discrepancies based on knowledge of business rules
Coordination of shipping telehealth devices while ensuring accurate inventory