Customer Support Administrator (IT Specialist)

Serves 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 role requires excellent communication, problem-solving, and interpersonal skills to handle inquiries efficiently while maintaining a positive and professional demeanor.

• Supports Microsoft Windows environments.
• Repairs/replaces system peripherals, including printers and scanners.
• 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.
• Experience with system reimaging, remote desktop management platforms, and remote connection tools.
• Maintains operability of the Uninterruptible Power Supply (UPS).
• Provide troubleshooting of VTC equipment.
• Periodic travel (As Required).

High School with 6 - 9 years customer support (or commensurate experience), * Experience supporting Microsoft Windows environments and Microsoft software

• Experience in troubleshooting and resolving Tier 1 and 2 hardware and software problems

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

USD $85,000.00 - USD $85,000.00 /Yr.