Customer Support Administrator (IT Specialist) / Installer

Govcio LLC•New York, NY

4d•Onsite

About The Position

GovCIO is seeking a Customer Support Administrator (IT Specialist) / Installer with an active Secret clearance. The position is based in New York, NY and primarily involves travel to Government sites to install network equipment, including routers, switches, and Wi-Fi access points. Candidates should be prepared to travel approximately three weeks per month, or 70–80% of the time, to U.S. sites in support of a multi-year Enterprise Network Installation project. When not traveling, the employee provides on-site user support in a large-scale Windows-based environment. Installation work includes site coordination; installing, removing, and labeling equipment; cable management; inventory and shipping; and coordination with project management, network engineering staff, and Government personnel. Customer support work includes responding to user inquiries, resolving technical issues, documenting requests in ServiceNow, and maintaining a positive and professional service experience.

Requirements

High school diploma and 6–9 years of IT customer support experience, or commensurate 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 and be reimbursed.
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 or ability to use 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, with a positive and professional demeanor.

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 at Government sites, including planning and communication with on-site personnel and the project team.
Install network equipment such as 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.
Follow project checklists covering travel planning, on-site coordination, installation, inventory, and collaboration with the project team.
Conduct meetings with Government on-site personnel in support of project timelines.
Use ServiceNow for project activities and customer support.
Inventory and label equipment and maintain documentation according to SOPs.
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 such as printers and scanners.
Maintain configuration management data and documentation.
Provide user support for mobile devices, including 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.