Customer Support Administrator (IT Specialist) / Installer

Govcio LLC; Fort Worth (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

GovCIO is seeking a Customer Support Administrator (IT Specialist) to install network equipment and provide on-site user support at Government sites. The role involves frequent travel (70–80% in the US) and base work in Fort Worth, TX, with responsibilities spanning installation, inventory, and coordination with project teams.

The candidate will support Windows environments, Office 365 services, and ServiceNow ticketing, ensuring high-quality service and rapid response for government clients.

Qualifications

• High School diploma required with 6–9 years IT support experience.
• Willingness to travel 70–80% within the US; may rent a car.
• Active Secret clearance required for the role.

Responsibilities

• Install, configure, and remove network equipment at Government sites per project plans.
• Coordinate with project management and network engineering staff during installation.
• Provide on-site customer support and issue resolution in a Windows-based environment.
• Create, track, and resolve customer issues in ServiceNow.
• Manage user accounts and permissions in Active Directory; support O365/OneDrive integration.

Skills

Customer support

Communication

Problem solving

Active work ethic

Education

High School diploma

Associate/Bachelor's degree

Tools

ServiceNow

Active Directory

Office 365 / OneDrive

MDM

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 Fort Worth, TX.

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 an on-site customer point of contact at the Government site, 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.
• 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.

Clearance Required: Active Secret with the ability to obtain and hold DEA suitability

Desired Qualifications

• ServiceNow ticketing experience.
• One or more of the following certifications are desired:
  1. CompTIA Security+
  2. CompTIA Network+
  3. CompTIA A+
• Associate’s or Bachelor’s Degree.
• ITIL Foundations certification.

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