Customer Support Administrator (IT Specialist)

GovCIO; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

GovCIO is seeking a Senior Customer Support Administrator/IT Specialist with an active Secret clearance to serve as the on-site point of contact for Boston-based customers. You will provide assistance, resolve issues, and ensure exceptional service across classified and unclassified networks, working fully on-site in Boston, MA.

Responsibilities include managing Windows environments, service requests, device provisioning, AD permissions, and VTC equipment troubleshooting, with a focus on

Qualifications

• High school diploma plus 9+ years in customer support or equivalent experience.
• Strong communication, problem-solving and interpersonal skills for inquiries and resolutions.
• Experience with system reimaging, remote desktop management tools, and remote connection tools.

Responsibilities

• Provide on-site support for Windows environments, peripherals, printers, and scanners.
• Log and track service requests using Remedy, ServiceNow and similar systems.
• Troubleshoot on-site network, hardware, and software issues including O365/OneDrive.
• Support mobile devices and MDM solutions; maintain AD accounts and permissions.
• Assist with relocations/moves and workstation setup and teardown.

Skills

Communication

Problem-solving

Interpersonal skills

Education

High school diploma with 9+ years of customer support

Tools

Remedy

ServiceNow

ServiceManager

Job description

GovCIO is hiring a Senior Customer Support Administrator/IT Specialist with an active Secret clearance to serve as an on-site support point of contact for customers, providing assistance, resolving issues, and ensuring an exceptional service experience across classified and unclassified networks. This is a fully on-site position in Boston, MA.

Responsibilities

• 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 takes down end-user workstations and associated equipment.
• Manages user/workstation accounts and permissions within Active Directory.
• Maintains operability of the Uninterruptible Power Supply (UPS).
• Provides troubleshooting of VTC equipment.

Qualifications

• High school diploma with 9+ years of 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.
• Ability to lift 50 pounds.
• Clearance Required: Active Secret, with the ability to obtain and hold DEA suitability.

Posted Salary Range

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