Senior Customer Support Administrator (IT Specialist)

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).

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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