Customer Support Professional (IT Specialist)

Overview

GovCIO is looking for a Customer Support Professional (CSP) (IT Specialist) that  will provide Tier 2 Level Field Support to DEA personnel located throughout the world to support DEA Networks.  The CSPs workload is tracked through DEAs enterprise ticketing software.  Tickets are tracked and measured daily for Mean Time to Resolution/Repair (MTTR), Ticket Audit Updates, Aged Tickets and Open/Closed Counts. This position will be a full onsite position in San Antonio, TX.

Responsibilities

• Provide outstanding support desk-side support, regularly scheduled backups, network storage allocation, and preventative maintenance.
• Support Microsoft Windows environments, repair/replace system peripherals, and maintain configuration management data and documentations.
• Install software patches, updates, and upgrades, including remote server and workstation administrations.
• Maintain operability of the Uninterruptible Power Supply (UPS); troubleshoot and resolve communications equipment; facilitate resolution of network hardware and software problems, and monitor network traffic and optimize network performance.
• Maintain remote user assistance capabilities, Internet connectivity for standalone workstations, and provide technical assistance for relocations and moves.
• Create, update, and track service call requests, and stage and take down end user workstations and associated equipment.

Qualifications

• High School with 3 - 6 years (or commensurate experience)

Required Skills and Experience

• 3 to 6 years relevant IT experience / education (or combination of both)
• Experience supporting Microsoft Windows environments and Microsoft software
• Experience troubleshooting and resolving Tier 1 and 2 hardware and software problems

Clearance Required: Must have the ability to obtain and maintain an active Secret Security Clearance and along with DEA suitability clearance

 

Preferred Skills and Experience

• Bachelor’s degree is an asset
• ITIL Foundations v4
• Security+

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

 

What You Can Expect

 

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
  • Virtual video interview conducted via video with the hiring manager and/or team
  • Camera must be on
  • A valid photo ID must be presented during each interview

• During the Hiring Process
  • Enhanced Biometrics ID verification screening
  • Background check, to include:
    • Criminal history (past 7 years)
    • Verification of your highest level of education
    • Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

 

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

 

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national orig