Client Support Specialist - IT

Overview ICF is seeking experienced Client Support Specialists – IT to provide hands‑on, enterprise‑level technical support to the Southern California Regional Rail Authority (SCRRA) under Contract SP614‑25 . This role delivers end‑user computing support across hardware, software, and collaboration tools in a fast‑paced, mission‑critical transit environment. The Client Support Specialist will serve as a trusted frontline resource, ensuring reliable technology operations for Authority staff while supporting ongoing enhancements and technology modernization efforts. Periodic travel to additional Authority facilities may be required. Locations Los Angeles, CA (WGC); Pomona, CA (DOC) Responsibilities Deliver in‑person, phone, and remote helpdesk support for hardware and software issues across multiple facilities. Support enterprise end‑user environments serving 200+ users, ensuring timely resolution of incidents and service requests. Provision, configure, and maintain user equipment, including desktops, laptops, tablets, smartphones, VoIP phones, and peripherals. Manage mobile device enrollment and support using enterprise MDM platforms. Perform asset lifecycle management, including procurement coordination, inventory tracking, assignment, retirement, and disposal. Install, configure, and troubleshoot local and network printers. Support and maintain audio/video conferencing systems and meeting room technologies. Create, maintain, and update user guides, SOPs, and knowledge‑base documentation. Provide end‑user training, including development of job aids and pre‑recorded training videos. Support specialized operational systems, including: Passenger Wi‑Fi and information systems Automatic passenger count systems Participate in after‑hours, weekend, and emergency support as required. Technical Environment Windows 11 Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, OneDrive) Active Directory (on‑prem and Azure AD) Workspace Mobile Device Management (MDM) Trapeze AssetWorks Management Masabi JustRide Ticketing Platform SiteHelp Desk KnowBe4 Phish Alert Platform Proofpoint Antispam Platform ManageEngine ADManager Plus and Endpoint Central VoIP platforms (Jive, RingCentral, Verizon) Apple iOS and Android OS mobile devices Crestron, Shure, and Tesira audio/video systems Required Qualifications 5+ years of enterprise IT support experience, providing direct end‑user computing support in a professional environment. 1+ years of experience supporting large user populations (200+ users). 1+ years of experience working with Windows desktop environments, Microsoft 365, and Active Directory. 1+ years of experience with mobile device management, endpoint support, and IT service management tools. 1+ years of experience documenting procedures and communicating technical information to non‑technical users. Ability to lift and carry equipment up to 40 lbs. Valid California Class C driver’s license with: no more than three moving violations and no DUIs within the past three years. Preferred Qualifications Experience supporting public‑sector or transportation environments. Familiarity with ticketing, passenger information, or transit operational systems. Experience supporting multiple geographically distributed facilities. Strong customer‑service orientation with the ability to remain calm in high‑impact operational scenarios. Work Schedule & Commitment Full‑time (FTE), defined as 8 hours per day, Monday–Friday Availability for weekends, holidays, and emergency response as required by the Authority Working at ICF ICF is a global advisory and technology services provider, and we are committed to equal opportunity in employment. We encourage applicants to read our EEO policy. Reasonable accommodations are available, including for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs. To request an accommodation, please email View email address on click.appcast.io. All information provided will be kept confidential and used only to provide needed reasonable accommodations. We will consider qualified applicants with arrest and conviction records. Read more about workplace discrimination rights or our benefit offerings included in the Transparency in Coverage Act. Candidate AI Usage Policy At ICF, we are committed to a fair interview process based on skills and knowledge. The use of AI tools to generate or assist with responses during interviews is not permitted. If an accommodation involving AI is needed, contact us in advance at View email address on click.appcast.io. Pay Range The pay range for this position based on full-time employment is: $41,641.00 - $70,790.00. The final pay is determined by factors including experience, skills, certifications, location, and contract provisions. #J-18808-Ljbffr ICF