Senior Customer Support Administrator (IT Specialist)
Govcio LLC, San Francisco, CA, United States
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
Posted Salary Range
USD $75,000.00 - USD $95,000.00 /Yr.
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
Posted Salary Range
USD $75,000.00 - USD $95,000.00 /Yr.