Customer Support Administrator (IT Specialist) / Installer

Govcio LLC•Fort Worth, TX

3d•Onsite

About The Position

GovCIO seeks a Customer Support Administrator (IT Specialist) / Installer with an active Secret clearance. The role primarily involves traveling to Government sites to install network equipment, including routers, switches, and Wi-Fi access points. When not traveling, the employee provides on-site user support at the Government site in a large-scale Windows-based environment. The position is based in Fort Worth, Texas, and supports a multi-year Enterprise Network Installation project. Travel is approximately three weeks per month, or 70–80% of the time, to sites within the United States. Installation work includes coordinating with site personnel, installing and removing equipment, managing cables, handling inventory and shipping, and coordinating with project management and network engineering staff. Customer support work includes handling user inquiries and requests, resolving hardware, software, and network issues, maintaining configuration and documentation records, and coordinating with end users. The role calls for excellent communication, problem-solving, and interpersonal skills, along with a positive and professional demeanor. The employee must follow project checklists, standard operating procedures, and safety protocols, including proper personal protective equipment and jobsite cleanup. Physical duties include working on a ladder or scissor lift and in confined spaces, lifting up to 50 pounds and moving items up to 75 pounds, and remaining on their feet for the entire shift.

Requirements

High school diploma.
6–9 years of experience, including 2–6 years of customer or IT support experience.
Active Secret clearance and ability to obtain and maintain 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 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 work on their 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 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 old equipment, inventory it, and pack it for disposal or shipping.
Conduct meetings with Government on-site personnel to support project timelines.
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.
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, 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 work with remote connection tools.
Communicate and coordinate support with end users.
Provide on-site customer assistance and resolve issues when not traveling.