Customer Support Administrator (IT Specialist) / Installer

Govcio LLC•Riverside, CA

2d•Onsite

About The Position

GovCIO is seeking a Customer Support Administrator (IT Specialist) / Installer based in Riverside, California. The role primarily involves traveling to Government sites to install network equipment and, when not traveling, providing on-site user support in a large-scale Windows-based environment. Candidates should be prepared to travel approximately 3 weeks per month, or 70–80% of the time, to U.S. sites in support of a multi-year Enterprise Network Installation project. An active Secret clearance is required, with the ability to obtain and hold DEA suitability. Installation work includes coordinating with site personnel, installing and removing equipment, managing cables, handling inventory and shipping, and working with project management and network engineering staff. Customer support work includes assisting users, resolving technical issues, managing requests in ServiceNow, and maintaining a professional, positive service experience. The role also requires following project checklists, documentation and inventory procedures, and jobsite safety protocols.

Requirements

High school diploma and 6–9 years of experience, including 2–6 years of customer or IT support experience.
Active Secret clearance and the ability to obtain and hold DEA suitability.
Ability and willingness to travel 70–80% of the time within the United States and rent a car.
Ability to 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 your feet for the entire shift.
Experience or ability to use 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.
Excellent communication, problem-solving, and interpersonal skills, with the ability to handle inquiries efficiently and maintain a positive, 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

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, inventory, and pack old equipment for disposal.
Coordinate with Government on-site personnel and conduct meetings in support of project timelines.
Follow project checklists covering travel planning, 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 prepare it for shipping and disposal.
Follow safety guidelines and protocols, including proper personal protective equipment, 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 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.