Senior Customer Support Administrator (IT Specialist)
US-CA-San Francisco
Careers (External)
Req #: 7900
Type: Full-Time
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Overview: 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. Responsibilities: 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). Qualifications: High School with 6 - 9 years of IT 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
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