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

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. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals.

For more information, please read our EEO policy. We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent to provide needed reasonable accommodations.

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process. However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.