Senior Customer Support Administrator (IT Specialist)
About The Position
GovCIO is looking for a Senior Customer Support Administrator (IT Specialist) with an active Secret clearance to provide Tier 2 Level field support. This position will be an on-site position in San Francisco, CA. The Customer Support Administrator (Senior) 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 6 - 9 years of IT customer support (or commensurate) experience
- Experience supporting Microsoft Windows environments and Microsoft software
- Experience in troubleshooting and resolving Tier 1 and 2 hardware and software problems
- Active Secret clearance and ability to obtain and hold 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 Active Directory.
- 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).
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
