Journeyman Customer Support Administrator
About The Position
GovCIO is hiring for a Customer Support Professional (IT Specialist) with an active Secret clearance to provide outstanding desk-side support, regularly scheduled backups, network storage allocation, and preventative maintenance. This position will be located in Guaynabo, Puerto Rico, and will be a fully onsite position. Serves as the primary on-site support point of contact for customers, providing assistance, resolving issues, and ensuring an exceptional service experience for classified and unclassified networks. This role requires excellent communication, problem-solving, and interpersonal skills to handle inquiries efficiently while maintaining a positive and professional demeanor.
Requirements
- High School with 0 - 3 years IT customer support (or commensurate experience)
- Secret clearance with the ability to obtain and keep DEA suitability
Responsibilities
- Supports Microsoft Windows environments, repairs/replaces system peripherals, including printers and scanners, and maintains configuration management data and documentation.
- Creates, updates, and tracks service call requests within service ticket tracking systems such as Remedy, ServiceNow, ServiceManager, and others.
- Troubleshoots and resolves issues with on-site communications equipment.
- Provides user support for mobile devices, including MDM (Mobile Device Management) solutions.
- Facilitates resolution of network, hardware, and software problems, including O365 and OneDrive.
- Maintains remote user assistance capabilities.
- Provides technical assistance for relocations and moves.
- Stages and take-downs end-user workstations and associated equipment.
- Manages user/workstation accounts and permissions within ActiveDirectory.
- Experience with system reimaging, remote desktop management platforms, and remote connection tools.
- Maintains operability of the Uninterruptible Power Supply (UPS).
- Provide troubleshooting of VTC equipment.
- Periodic travel (As Required).
Benefits
- Employee Assistance Program (EAP)
- Corporate Discounts
- Learning & Development platform, to include certification preparation content
- Training, Education and Certification Assistance
- Referral Bonus Program
- Internal Mobility Program
- Pet Insurance
- Flexible Work Environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
