Senior Customer Support Administrator (IT Specialist)

GovCIO is currently hiring for a Senior Customer Support Administrator/IT Specialist with an active Secret clearance to serve 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 position will be located in Philadelphia, PA and is a fully onsite position.

Responsibilities

• Supports and maintains Microsoft Windows environments through troubleshooting and resolution of technical issues. Exercises sound judgment when repairing or replacing system peripherals, such as printers and scanners, and ensures configuration management information and documentation remain accurate.
• Independently creates, updates, and manages service requests within ticketing systems including Remedy, ServiceNow, and ServiceManager.
• Diagnoses and resolves issues with on-site communications equipment using expertise and thoughtful analysis.
• Provides user support for mobile devices and MDM solutions.
• Identifies and resolves network, hardware, and software challenges, including those related to O365 and OneDrive.
• Maintains remote support capabilities and determines appropriate approaches for assisting off-site users.
• Provides technical coordination for relocations and moves, applying practical judgment to plan and execute required tasks.
• Stages and decommissions end-user workstations and related equipment.
• Manages user and workstation accounts within Active Directory, applying decision-making and adherence to established access guidelines.
• Ensures proper operation of Uninterruptible Power Supply (UPS) units and makes informed decisions regarding maintenance needs.
• Troubleshoots VTC equipment.

Qualifications

• High School with 6 - 9 years IT customer support (or commensurate experience)
• Excellent communication, problem-solving, and interpersonal skills to handle inquiries efficiently while maintaining a positive and professional demeanor.
• Experience with system reimaging, remote desktop management platforms, and remote connection tools.
• Clearance Required: Active Secret with the ability to obtain and hold DEA suitability.

Preferred Skills and Experience

Posted Salary Range

USD $82,500.00 - USD $82,500.00 /Yr.