Customer Support Administrator (IT Specialist) / Installer

Govcio LLC•Phoenix, AZ

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 Phoenix, Arizona. Candidates should be prepared to travel approximately three weeks per month, or 70–80% of the time, to sites within the United States. During installations, the role coordinates with site personnel and project teams; installs and removes network equipment; manages cabling, inventory, and shipping; and follows project procedures and safety protocols. When not traveling, the employee serves as an on-site customer point of contact, providing support in a large-scale Windows-based environment. The position requires strong communication, problem-solving, and interpersonal skills, along with a professional, service-oriented approach.

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 receive reimbursement.
Ability to work on a ladder and/or scissor lift, work in confined spaces, 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, 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 network equipment, 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 old equipment; inventory, pack, and prepare it for disposal or shipping.
Conduct meetings with Government on-site personnel to support project timelines.
Follow project activity 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.
Unbox, carry, and move equipment to installation locations or shipping areas.
Follow safety guidelines and protocols, including appropriate 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 peripherals, including printers and scanners.
Maintain configuration management data and documentation.
Provide mobile-device support, including support for Mobile Device Management 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.