Customer Support Administrator (IT Specialist)

GovCIO; Fairfax (VA); On-site; USD 68,000 - 83,000; Full time

Job summary

GovCIO is seeking a Senior Customer Support Administrator/IT Specialist to serve as an on-site contact for customers in Merrifield, VA, supporting classified and unclassified networks. An active Secret clearance is required to ensure compliant access and response times.

You will handle Windows environments, device peripherals, service tickets, AD accounts, and mobile device management, while coordinating relocations and ensuring ongoing operational readiness.

Qualifications

• High school diploma with 6–9 years of IT customer support experience.
• Strong communication and interpersonal skills.
• Experience with system reimaging and remote support tools.
• Ability to lift 50 pounds.
• Active Secret clearance (DEA suitability to be obtained).

Responsibilities

• Provide on-site customer support and resolve technical issues.
• Maintain service ticket workflows using Remedy, ServiceNow, ServiceManager and others.
• Support Windows environments and peripheral devices.
• Assist with mobile devices and MDM solutions.
• Troubleshoot network, hardware, and software problems including O365/OneDrive.
• Manage user/workstation accounts in Active Directory.
• Coordinate relocations and moves.
• Support VTC equipment and UPS operations.

Skills

Communication skills

Problem-solving

Interpersonal skills

Education

High school diploma

Tools

Remote desktop management platforms

Remote connection tools

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 Merrifield, VA.

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 take-downs 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 6 - 9 years of 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.
• Ability to lift 50 pounds.
• Clearance Required: Active Secret with the ability to obtain and hold DEA suitability.

Posted Salary Range

USD $75,000.00 - USD $75,000.00 /Yr.