Customer Support Administrator (IT Specialist) / Installer

Govcio LLC•Seattle, WA

3d•Onsite

About The Position

GovCIO seeks a Customer Support Administrator (IT Specialist) / Installer with an active Secret clearance. The position is based in Seattle, Washington, and primarily involves traveling to Government sites to install network equipment for a multi-year Enterprise Network Installation project. Travel is expected to be approximately 70–80% of the time, or about three weeks per month. When not traveling, the employee serves as an on-site customer point of contact, providing user support in a large-scale Windows-based environment. Installation work includes coordinating with site personnel, installing and removing network equipment, managing cables, handling inventory and shipping, and collaborating with project management and network engineering staff. The role also provides customer support through ServiceNow, including troubleshooting hardware, software, network, and user-access issues. The position requires strong communication, problem-solving, and interpersonal skills, along with adherence to safety guidelines and procedures.

Requirements

High school diploma and 6–9 years of experience, including 2–6 years of customer or IT support experience.
Active Secret clearance and ability to obtain and hold DEA suitability.
Ability to travel 70–80% of the time within the United States and rent a car.
Must qualify for a corporate credit card or use a personal card for travel and receive reimbursement.
Ability to work on a ladder and/or scissor lift and in confined spaces.
Ability to lift 50 pounds and move up to 75 pounds.
Ability to remain on one's feet for the entire shift.
Experience with basic hand tools, including a multi-bit screwdriver, tape measure, snips, needle-nose pliers, channel-lock pliers, punch-down tool, flashlight, work boots (steel-toe or composite-toe), gloves, and tool pouch.
Record of on-time work attendance.
Excellent communication, problem-solving, and interpersonal skills.

Nice To Haves

ServiceNow ticketing experience.
CompTIA Security+ certification.
CompTIA Network+ certification.
CompTIA A+ certification.
Associate’s or bachelor’s degree.
ITIL Foundations certification.

Responsibilities

Coordinate installation activities with Government site personnel, project management, and network engineering staff.
Install network hardware, including routers, switches, and wireless access points, according to cabinet layouts.
Perform cabling and cable management, including dressing and labeling cables according to cable layouts.
Rack and stack equipment in cabinets and racks and manage associated cabling.
De-install, inventory, pack, and prepare old equipment for disposal or shipping.
Conduct meetings with Government on-site personnel to support project timelines.
Follow project checklists for travel planning, site coordination, installation, inventory, and collaboration with the project team.
Use ServiceNow for project activities and customer support.
Inventory equipment and document work according to standard operating procedures (SOPs).
Label equipment according to documentation and SOPs.
Unbox, carry, and move equipment to installation locations or shipping areas.
Follow safety guidelines and protocols, including proper PPE, jobsite cleanup, and OSHA requirements.
Serve as an on-site customer point of contact when not traveling, assisting users and resolving issues.
Create, update, troubleshoot, and track customer issues and requests in ServiceNow.
Support Microsoft Windows environments and repair or replace system peripherals, including printers and scanners.
Maintain configuration management data and documentation.
Provide user support for mobile devices, including MDM solutions.
Facilitate resolution of network, hardware, and software problems, including O365 and OneDrive issues.
Manage user and workstation accounts and permissions in Active Directory.
Perform system reimaging, remote desktop management, and use remote connection tools.
Communicate and coordinate support with end users.