Customer Support Administrator (IT Specialist) / Installer

New York, New York

Secret

On-site only

Administrative Services/Customer Support

Overview

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:

2. CompTIA Security2. CompTIA Network3. CompTIA A+ Associate’s or Bachelor’s Degree.

• ITIL Foundations certification.

Posted Salary Range

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

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

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 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

Employee Perks

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

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.