Client Support Specialist - IT

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

Requirements

• 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
• #LI-CC1
• Working at ICF
• ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
• We will consider for employment qualified applicants with arrest and conviction records.
• Read more about workplace discrimination righ t

Benefits

Additional Information

Job Description 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.

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