Asset Admin

Overview

GovCIO is currently hiring for an Asset Admin to providing first-tier support to our nation's veterans, consisting of just in time cellular carrier updates (activations, suspensions, deactivations), end-user assistance and coordination of mobile devices data plans with cellular carriers. This candidate will be responsible for the management of Assets via Service Now to ensure pertinent information is captured and updated in the system.

In addition, this position will follow established Asset Management policies, procedures, and processes. Our most important qualification isn't technical, it’s the ability to consistently deliver world-class support and invigorating customer experiences in a mission driven organization.

As an Asset Management Admin, one must have the ability to adapt to evolving products, platforms, and hardware. You have the tenacity to work with different cellular carriers and/or non-technical end-users until issues are resolved and devices are functioning . This position is located in Herndon, VA and will be an onsite position.

• Manage multiple dashboards (Internal and customer) to update data elements within SLAs.
• Configuring iPads with iPad Refresh Carts (iPRC) based on customer profiles and cellular needs
• Work in unison with multiple internal and external teams, including customers, cellular carriers, Tier 2 technicians, specialized reach-out/project teams.
• Perform basic research and follow-up on IT assets with the ability to work with multiple data sources.
• Acquire data from primary or secondary data sources and maintain databases/data systems
• Create, update, close manage customer tickets in Service Now ticketing system
• Do the troubleshooting and elevate as needed and ensure problem ownership
• Provide reassurance to end users when delivering solutions and diagnosing issues
• Advise management of potential risks that may have impact on customer base and operating environment
• Promote end-user satisfaction in adherence to established performance metrics
• Takes initiative to correct asset discrepancies based on knowledge of business rules
• Coordination of shipping telehealth devices while ensuring accurate inventory

Required Education and Experience

• Bachelor’s Degree with 0-2 yrs experience
• Strong organizational and follow up skills
• Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer is required
• Strong Microsoft office skills
• Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone
• Clearance Level :
  Public Trust

Preferred Skills and Experience

• Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
• Ability to work successfully as part of a team
• Ability to keep sensitive and confidential material private
• Regular & reliable attendance required
• Problem-solving mindset with an initiative to drive improvement by detailed suggestions and/or research of tools and other efficiency gaining opportunities
• Strong oral and written communications
• Ability to work cross-functionally with multiple departments

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?

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  be presented during each interview
• During the Hiring Process
• Enhanced Biometrics  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

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…