Customer Support Administrator (IT Specialist) / Installer - GovCIO

Installation Responsibilities:

• Performs hardware installation of network equipment (routers, switches, wireless access points, etc.) as per cabinet layouts.
• Performs cabling and cable management (dressing and labeling) activities as per cable layout.
• Racks and stacks equipment in cabinets and racks and associated cable management.
• Performs de-installation, inventory, and packing of old equipment for disposal.
• Conducts meetings with Government on-site personnel in support of the project timeline.
• Follows a checklist of project activities from travel planning, on-site coordination, installation, inventory, and collaboration with the project team.
• Uses ServiceNow for project activities and customer support.
• Inventories equipment and documents as per SOPs.
• Performs labeling of equipment as per documentation and SOPs.
• Unboxes, carries, and moves equipment to installation locations or shipping (for disposal).
• Follows safety guidelines and protocols (Proper PPE, jobsite cleanup, OSHA).

Customer Support Responsibilities:

• Creates, updates, troubleshoots, and tracks customer issues and requests in ServiceNow.
• Supports Microsoft Windows environments, repairs/replaces system peripherals, including printers and scanners, and maintains configuration management data and documentation.
• Provides user support for mobile devices, including MDM (Mobile Device Management) solutions.
• Facilitates resolution of network, hardware, and software problems, including O365 and OneDrive.
• Manages user/workstation accounts and permissions within Active Directory.
• Performs system reimaging, remote desktop management, and remote connection tools.
• Communicates and coordinates support with end users.

Required Skills and Experience

• High School diploma with 6 - 9 years of experience, including 2-6 years of customer/IT support experience.
• Travel: Must be able to travel 70-80% of the time in the US and rent a car.
• Financial: Must qualify for a corporate credit card or use a personal card for travel and be reimbursed.
• Physical Requirement: Must be able to work on a ladder and/or scissor lift, work in confined spaces, and lift 50 pounds and move up to 75 pounds.
• Ability to work on your feet for the entire shift.
• Tools Experience: Basic Hand Tools: screwdriver (multi-bit), tape measure, snips, pliers (needle-nose and channel locks), punch-down tool, flashlight, work boots (steel-toe or composite-toe), gloves, and tool pouch.
• Record of on-time work attendance.

Desired Qualifications:

• ServiceNow ticketing experience.
• One or more of the following certifications are desired:

CompTIA Security+ CompTIA Network+ CompTIA A+

• Associate’s or Bachelor’s Degree.
• ITIL Foundations certification.

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team Camera must be on A valid photo ID must be presented during each interview

During the Interview Process

• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

During the Interview Process Virtual video interview conducted via video with the hiring manager and/or team Camera must be on A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening Background check, to include: Criminal history (past 7 years) Verification of your highest level of education Verification of your employment history (past 7 years), based on information provided in your application

During the Hiring Process

• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years) Verification of your highest level of education Verification of your employment history (past 7 years), based on information provided in your application

Background check, to include:

• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment