Customer Support Professional (IT Specialist)

GovCIO is currently hiring for a Customer Support Administrator with an active Secret clearance to serve 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 position will be located in San Juan, Puerto Rico and will be a fully onsite position. 

The Customer Support Administrator 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).

• High School with 0 - 3 years IT customer support (or commensurate experience)
• Clearance Required: Active Secret with the ability to obtain and hold DEA suitability.