Client Support Specialist - IT

Location

Los Angeles, CA (WGC)
Pomona, CA (DOC )
Periodic travel to additional Authority facilities may be required.

Position Overview

ICF is seeking experienced Client Support Specialists – IT to provide hands‑on, enterprise‑level technical support to the Southern California Regional Rail Authority (SCRRA) under Contract SP614‑25. This role delivers end‑user computing support across hardware, software, and collaboration tools in a fast‑paced, mission‑critical transit environment. The Client Support Specialist will serve as a trusted frontline resource, ensuring reliable technology operations for Authority staff while supporting ongoing enhancements and technology modernization efforts.

Key Responsibilities

The Client Support Specialist will:

• Deliver in‑person, phone, and remote helpdesk support for hardware and software issues across multiple facilities.

• Support enterprise end‑user environments serving 200+ users, ensuring timely resolution of incidents and service requests.

• Provision, configure, and maintain user equipment, including desktops, laptops, tablets, smartphones, VoIP phones, and peripherals.

• Manage mobile device enrollment and support using enterprise MDM platforms.

• Perform asset lifecycle management, including procurement coordination, inventory tracking, assignment, retirement, and disposal.

• Install, configure, and troubleshoot local and network printers.

• Support and maintain audio/video conferencing systems and meeting room technologies.

• Create, maintain, and update user guides, SOPs, and knowledge‑base documentation.

• Provide end‑user training, including development of job aids and pre‑recorded training videos.

• Support specialized operational systems, including:

  • Passenger Wi‑Fi and information systems

  • Automatic passenger count systems

• Participate in after‑hours, weekend, and emergency support as required.

Technical Environment

Candidates will support a mixed enterprise environment that includes:

• Windows 11

• Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, OneDrive)

• Active Directory (on‑prem and Azure AD)

• Workspace Mobile Device Management (MDM)

• Trapeze AssetWorks Management

• Masabi JustRide Ticketing Platform

• SiteHelp Desk

• KnowBe4 Phish Alert Platform

• Proofpoint Antispam Platform

• ManageEngine ADManager Plus and Endpoint Central

• VoIP platforms (Jive, RingCentral, Verizon)

• Apple iOS and Android OS mobile devices

• Crestron, Shure, and Tesira audio/video systems

Required Qualifications

• 5+ years of enterprise IT support experience, providing direct end‑user computing support in a professional environment.

• 1 or more years of experience supporting large user populations (200+ users).

• 1 or more years of experience working with Windows desktop environments, Microsoft 365, and Active Directory.

• 1 or more years of experience with mobile device management, endpoint support, and IT service management tools.

• 1 or more years of experience documenting procedures and communicating technical information to non‑technical users.

• Ability to lift and carry equipment up to 40 lbs

• Valid California Class C driver’s license with:

  • No more than three moving violations

  • No DUIs within the past three years

Preferred Qualifications

• Experience supporting public‑sector or transportation environments.

• Familiarity with ticketing, passenger information, or transit operational systems.

• Experience supporting multiple geographically distributed facilities.

• Strong customer‑service orientation with the ability to remain calm in high‑impact operational scenarios.

Work Schedule & Commitment

• Full‑time (FTE), defined as 8 hours per day, Monday–Friday

• Availability for weekends, holidays, and emergency response as required by the Authority

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