Customer Support Administrator (IT Specialist) / Installer

Govcio LLC; Arlington (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

GovCIO is hiring a Customer Support Administrator (IT Specialist) / Installer based in Arlington, VA. The role requires traveling to US government sites to install network equipment and provide on-site user support when not traveling.

Responsibilities include hardware installation, site coordination, inventory, and using ServiceNow for tickets. Candidates must have an active Secret clearance and be able to lift up to 50 pounds.

Qualifications

• Requires High School diploma and 6–9 years in IT/customer support.
• Travel 70–80% within the US and car rental.
• Active Secret clearance with ability to obtain DEA suitability.
• Must be able to lift 50 pounds and work from ladders/scissor lifts.

Responsibilities

• Install hardware and cabling for network equipment per layouts.
• Coordinate on-site installation activities and inventory management.
• Serve as customer point of contact when not traveling; provide on-site user support.
• Use ServiceNow for ticketing, issue tracking, and resolutions.
• Manage user accounts and permissions in Active Directory; support O365/OneDrive.
• Reimage systems and perform remote desktop support as needed.

Skills

Customer support

Windows support

Communication

Problem solving

Education

High School diploma

Associate’s or Bachelor’s Degree

ITIL Foundations

CompTIA Security+

CompTIA Network+

CompTIA A+

Tools

ServiceNow

Active Directory

Remote Desktop

MDM

O365/OneDrive

Job description

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 Arlington, VA and will be onsite when traveling.

Responsibilities

Installation activities include site coordination, equipment installation and removal (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

Required Skills and Experience

• High School diploma with 6 - 9 years of experience, including 2-6 years of customer/IT support 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: 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:
• CompTIA Security+
• CompTIA Network+
• CompTIA A+
• Associate’s or Bachelor’s Degree.
• ITIL Foundations certification.

Posted Salary Range

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