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. 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).
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
- Clearance Required: Active Secret clearance and ability to obtain and hold DEA suitability
Responsibilities
- 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.
- 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.
- 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
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
