Customer Care Specialist

Improvix Technologies•Washington, DC

4d•Onsite

About The Position

Improvix Technologies is seeking a dedicated and highly skilled IT Customer Service Center Representative to provide hands-on technical support within a classified environment for our federal customer in Washington, DC. As the primary point of contact for all IT-related needs in the secure space, you’ll ensure that classified meetings, systems, and operations run seamlessly and securely. This role is ideal for a customer-focused IT professional who thrives in a fast-paced, mission-critical environment and is passionate about maintaining operational excellence and security.

Requirements

Active Secret (or higher) clearance with the ability to obtain and maintain TS/SCI.
3+ years of IT support experience, ideally within a classified federal environment or SCIF.
Strong technical skills in desktop support, troubleshooting, and hardware/software configuration.
Excellent customer service and communication skills — you’re known for solving problems calmly and effectively.
Ability to work independently and prioritize time-sensitive issues with professionalism and discretion.

Nice To Haves

CompTIA certifications (A+, Security+, Network+) highly desirable.
Additional certifications such as ITIL, Microsoft, or Cisco are a plus.
Experience supporting VTC systems such as Cisco, Polycom, or ZoomGov.
Familiarity with ServiceNow or other IT Service Management platforms.
Associate’s or Bachelor’s degree in a related field preferred.

Responsibilities

Serve as the first-line IT support technician in a classified environment, delivering timely and professional technical assistance.
Support classified VTCs (Video Teleconferences) and in-person meetings, ensuring full system functionality before, during, and after sessions.
Troubleshoot and resolve hardware, software, and connectivity issues across desktops, laptops, printers, and AV equipment.
Manage and track IT assets within the classified area, maintaining accurate inventories and lifecycle documentation.
Perform user account management (creation, resets, permissions) in alignment with strict security protocols.
Collaborate with network, systems, and cybersecurity teams to escalate and resolve complex technical issues.
Ensure full compliance with all security procedures for handling classified systems, media, and information.
Maintain documentation for system configurations, procedures, and support activities.
Support onboarding and offboarding processes, including IT setup, orientation, and equipment provisioning.
Monitor system health, perform patching, and coordinate with enterprise IT teams for maintenance and updates.
Provide after-hours or on-call support for high-priority meetings or incidents as required.