Customer Support Administrator (IT Specialist) / Installer

Govcio LLC•Metairie, LA

2d•Onsite

About The Position

GovCIO is seeking a Customer Support Administrator (IT Specialist) / Installer with an active Secret clearance. The role is based in Metairie, Louisiana, and primarily involves traveling to Government sites to install network equipment for a multi-year Enterprise Network Installation project. The employee should expect to travel approximately three weeks per month, or 70–80% of the time, to sites within the United States. When not traveling, the employee provides on-site customer and IT support in a large-scale Windows-based environment. Installation work includes coordinating with Government site personnel and project staff; installing, cabling, labeling, and inventorying network equipment; and de-installing, packing, and documenting old equipment. Customer support work includes handling user requests and technical issues through ServiceNow and supporting Windows systems, peripherals, mobile devices, Microsoft 365 applications, Active Directory accounts, and remote management tools. The position requires regular standing and physical work, including working at heights or in confined spaces and handling equipment.

Requirements

High school diploma and 6–9 years of experience, including 2–6 years of customer or IT support experience.
Active Secret clearance and the ability to obtain and hold DEA suitability.
Ability to travel 70–80% of the time within the United States and rent a car.
Ability to qualify for a corporate credit card or use a personal card for travel expenses 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 and channel-lock pliers, punch-down tool, flashlight, work boots with steel or composite toes, gloves, and a tool pouch.
Record of on-time work attendance.

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 routers, switches, wireless access points, and other network equipment 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 old equipment, inventory it, and pack it for disposal.
Conduct meetings with Government on-site personnel to support the project timeline.
Follow project checklists covering travel planning, on-site coordination, installation, inventory, and collaboration with the project team.
Use ServiceNow for project activities and customer support.
Inventory and label equipment and document activities according to standard operating procedures and project documentation.
Unbox, carry, and move equipment to installation locations or shipping areas.
Follow safety guidelines and protocols, including proper PPE, jobsite cleanup, and OSHA requirements.
Create, update, troubleshoot, and track customer issues and requests in ServiceNow.
Support Microsoft Windows environments and repair or replace peripherals, including printers and scanners.
Maintain configuration management data and documentation.
Provide user support for mobile devices and mobile device management solutions.
Facilitate resolution of network, hardware, and software issues, including Microsoft 365 and OneDrive problems.
Manage user and workstation accounts and permissions in Active Directory.
Perform system reimaging, remote desktop management, and use remote connection tools.
Communicate and coordinate technical support with end users.