Client Support Specialist - IT

ICF • Los Angeles, CA

22h • Hybrid

About The Position

ICF is seeking experienced Client Support Specialists – IT to provide hands‑on, enterprise‑level technical support to the Southern California Regional Rail Authority (SCRRA) under Contract SP614 ‑ 25. This role delivers end‑user computing support across hardware, software, and collaboration tools in a fast‑paced, mission‑critical transit environment. The Client Support Specialist will serve as a trusted frontline resource, ensuring reliable technology operations for Authority staff while supporting ongoing enhancements and technology modernization efforts.

Requirements

• 5+ years of enterprise IT support experience, providing direct end‑user computing support in a professional environment.
• 1 or more years of experience supporting large user populations (200+ users).
• 1 or more years of experience working with Windows desktop environments, Microsoft 365, and Active Directory.
• 1 or more years of experience with mobile device management, endpoint support, and IT service management tools.
• 1 or more years of experience documenting procedures and communicating technical information to non‑technical users.
• Ability to lift and carry equipment up to 40 lbs.
• Valid California Class C driver’s license with: No more than three moving violations, No DUIs within the past three years.

Nice To Haves

• Experience supporting public‑sector or transportation environments.
• Familiarity with ticketing, passenger information, or transit operational systems.
• Experience supporting multiple geographically distributed facilities.
• Strong customer‑service orientation with the ability to remain calm in high‑impact operational scenarios.

Responsibilities

• Deliver in‑person, phone, and remote helpdesk support for hardware and software issues across multiple facilities.
• Support enterprise end‑user environments serving 200+ users, ensuring timely resolution of incidents and service requests.
• Provision, configure, and maintain user equipment, including desktops, laptops, tablets, smartphones, VoIP phones, and peripherals.
• Manage mobile device enrollment and support using enterprise MDM platforms.
• Perform asset lifecycle management, including procurement coordination, inventory tracking, assignment, retirement, and disposal.
• Install, configure, and troubleshoot local and network printers.
• Support and maintain audio/video conferencing systems and meeting room technologies.
• Create, maintain, and update user guides, SOPs, and knowledge‑base documentation.
• Provide end‑user training, including development of job aids and pre‑recorded training videos.
• Support specialized operational systems, including: Passenger Wi‑Fi and information systems, Automatic passenger count systems.
• Participate in after‑hours, weekend, and emergency support as required.

Benefits

• ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy. We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent to provide needed reasonable accommodations. Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees