Customer Support Administrator (IT Specialist) / Installer

Govcio LLC•Arlington, VA

3d•Onsite

About The Position

GovCIO seeks a Customer Support Administrator (IT Specialist) / Installer with an active Secret clearance to travel primarily to Government sites to install network equipment and provide on-site user support when not traveling. The role supports a multi-year Enterprise Network Installation project and is based in Arlington, Virginia. Candidates should be prepared to travel approximately 70–80% of the time to U.S. sites; the position is onsite while traveling. Installation work includes coordinating with sites and project personnel, installing and removing equipment, managing cables, handling inventory and shipping, and following project checklists and safety protocols. When not traveling, the employee serves as a customer point of contact, providing support in a large-scale Windows-based environment. The position requires strong communication, problem-solving, and interpersonal skills and a professional demeanor. The role requires an active Secret clearance and the ability to obtain and hold DEA suitability. The employee must be able to travel and rent a car, qualify for a corporate credit card or use a personal card for travel expenses and be reimbursed, work on ladders or scissor lifts and in confined spaces, lift 50 pounds and move up to 75 pounds, and remain on their feet for an entire shift. A record of on-time attendance is required.

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 expenses and be reimbursed.
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: 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 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 routers, switches, wireless access points, and other network hardware 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 or shipping.
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 equipment and document it according to standard operating procedures; label equipment according to documentation and procedures.
Unbox, carry, and move equipment to installation locations or shipping areas.
Follow safety guidelines and protocols, including proper PPE, jobsite cleanup, and OSHA requirements.
Act as a customer point of contact when not traveling, assisting users, resolving issues, and providing a positive service experience.
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.
Support mobile devices, including Mobile Device Management 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.