Customer Support Administrator (IT Specialist) / Installer

Govcio LLC•Tampa, FL

3d•Onsite

About The Position

GovCIO is seeking a Customer Support Administrator (IT Specialist) / Installer based in Tampa, Florida. The role primarily involves traveling to Government sites to install network equipment and provide on-site user support when not traveling. Candidates should be prepared to travel approximately three weeks per month, or 70–80% of the time, to U.S. sites for a multi-year Enterprise Network Installation project. The role requires an active Secret clearance and the ability to obtain and hold DEA suitability. Installation work includes coordinating with site personnel and project teams, installing and removing network equipment, managing cables, inventorying and shipping equipment, and following project checklists, documentation, standard operating procedures, and safety protocols. When not traveling, the employee serves as an on-site customer point of contact, supporting users in a large-scale Windows-based environment and resolving service issues professionally.

Requirements

High school diploma.
6–9 years of experience, including 2–6 years of customer or IT support experience.
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: multi-bit screwdriver, tape measure, snips, needle-nose and channel-lock pliers, punch-down tool, flashlight, work boots, gloves, and tool pouch.
Record of on-time work attendance.
Active Secret clearance and ability to obtain and hold DEA suitability.

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 cable installation, dressing, management, and labeling 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.
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, document activities according to SOPs, and 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 practices.
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 peripherals, including printers and scanners.
Maintain configuration management data and documentation.
Provide mobile-device support, including support for MDM solutions.
Facilitate resolution of network, hardware, and software problems, including issues involving O365 and OneDrive.
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.