Customer Support Administrator (IT Specialist)

Govcio LLC•Bedford, MA

3d•Onsite

About The Position

GovCIO is hiring a Senior Customer Support Administrator/IT Specialist to serve as an on-site support point of contact for customers. The role provides assistance, resolves issues, and ensures an exceptional service experience across classified and unclassified networks. This is a fully on-site position in Boston, Massachusetts.

Requirements

High school diploma and 9 or more years of customer support experience, or commensurate experience.
Excellent communication, problem-solving, and interpersonal skills to handle inquiries efficiently while maintaining a positive and professional demeanor.
Experience with system reimaging, remote desktop management platforms, and remote connection tools.
Ability to lift 50 pounds.
Active Secret clearance and ability to obtain and hold DEA suitability.

Responsibilities

Support Microsoft Windows environments and repair or replace system peripherals, including printers and scanners; maintain configuration management data and documentation.
Create, update, and track service call requests in service ticket tracking systems such as Remedy, ServiceNow, and ServiceManager.
Troubleshoot and resolve issues with on-site communications equipment.
Provide user support for mobile devices, including Mobile Device Management (MDM) solutions.
Facilitate resolution of network, hardware, and software problems, including issues involving O365 and OneDrive.
Maintain remote user assistance capabilities.
Provide technical assistance for relocations and moves.
Stage and take down end-user workstations and associated equipment.
Manage user and workstation accounts and permissions within Active Directory.
Maintain the operability of the Uninterruptible Power Supply (UPS).
Troubleshoot VTC equipment.