Customer Support Administrator (IT Specialist)

				Overview:

GovCIO is hiring a Senior Customer Support Administrator/IT Specialist with an active Secret clearance to serve as an on-site support point of contact for customers, providing assistance, resolving issues, and ensuring an exceptional service experience across classified and unclassified networks. This is a fully on-site position in Largo, MD.

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 takes down end-user workstations and associated equipment.
* Manages user/workstation accounts and permissions within Active Directory.
* Maintains operability of the Uninterruptible Power Supply (UPS).
* Provides troubleshooting of VTC equipment.

Qualifications:

* High school diploma with 6 - 9 years of IT customer support (or commensurate experience)
* Excellent communication, problem-solving, and interpersonal skills to handle inquiries efficiently while maintaining a positive and professional demeanor.
* Experience with system reimaging, remote desktop management platforms, and remote connection tools.
* Ability to lift 50 pounds. 
* Clearance Required: Active Secret, with the ability to obtain and hold DEA suitability.
			

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