Customer Support Administrator (IT Specialist) / Installer

GovCIO seeks a Customer Support Administrator (IT Specialist) / Installer with an active Secret clearance to primarily travel to Government sites to install network equipment (routers, switches, Wi-Fi access points) and provide on-site user support when not traveling. Candidates should be prepared to travel approximately 3 weeks out of a month to US sites in support of a multi-year Enterprise Network Installation project. This position is based in New York, NY.


Responsibilities

Installation activities include site coordination, installing and removing equipment (old equipment), cable management, inventory and shipping, and coordination with project management and network engineering staff.

While not traveling, the candidate will serve as a customer point of contact, providing assistance, resolving issues, and ensuring an exceptional service experience in a large-scale Windows-based environment.

This role requires excellent communication, problem-solving, and interpersonal skills to handle inquiries efficiently while maintaining a positive and professional demeanor.

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.

Qualifications

High school diploma with 6 - 9 years of IT customer support (or commensurate experience)

Required Skills and 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.
• Clearance Required: Active Secret with the ability to obtain and hold DEA suitability.
• 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:

1. 1. CompTIA Security+
   2. CompTIA Network+
   3. CompTIA A+

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

Posted Salary Range

USD $65,000.00 - USD $90,000.00 /Yr.