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

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.

 

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$41,641.00 - $77,869.00

California Remote Office (CA99)