Customer Support Administrator (IT Specialist)

GovCIO is looking for a 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 Arlington, VA.

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.
•  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).

High School with 6 - 9 years customer support (or commensurate experience)

Required Skills and 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 clearance