Customer Care Specialist at Improvix Technologies – Washington, District of Columbia

📍 Location: Washington, DC (Onsite – 5 days/week)
🔒 Clearance: Active Secret (or higher) required, Final ability to obtain and maintain TS/SCI is required
💼 Type: Full-Time

Improvix Technologies is seeking a dedicated and highly skilled IT Customer Service Center Representative to provide hands-on technical support within a classified environment for our federal customer in Washington, DC. As the primary point of contact for all IT-related needs in the secure space, you’ll ensure that classified meetings, systems, and operations run seamlessly and securely.

This role is ideal for a customer-focused IT professional who thrives in a fast-paced, mission-critical environment and is passionate about maintaining operational excellence and security.

• Serve as the first-line IT support technician in a classified environment, delivering timely and professional technical assistance.

• Support classified VTCs (Video Teleconferences) and in-person meetings, ensuring full system functionality before, during, and after sessions.

• Troubleshoot and resolve hardware, software, and connectivity issues across desktops, laptops, printers, and AV equipment.

• Manage and track IT assets within the classified area, maintaining accurate inventories and lifecycle documentation.

• Perform user account management (creation, resets, permissions) in alignment with strict security protocols.

• Collaborate with network, systems, and cybersecurity teams to escalate and resolve complex technical issues.

• Ensure full compliance with all security procedures for handling classified systems, media, and information.

• Maintain documentation for system configurations, procedures, and support activities.

• Support onboarding and offboarding processes, including IT setup, orientation, and equipment provisioning.

• Monitor system health, perform patching, and coordinate with enterprise IT teams for maintenance and updates.

• Provide after-hours or on-call support for high-priority meetings or incidents as required.

• Active Secret (or higher) clearance with the ability to obtain and maintain TS/SCI.

• 3+ years of IT support experience, ideally within a classified federal environment or SCIF.

• Strong technical skills in desktop support, troubleshooting, and hardware/software configuration.

• Excellent customer service and communication skills — you’re known for solving problems calmly and effectively.

• Ability to work independently and prioritize time-sensitive issues with professionalism and discretion.

• CompTIA certifications (A+, Security+, Network+) highly desirable.

• Additional certifications such as ITIL, Microsoft, or Cisco are a plus.

• Experience supporting VTC systems such as Cisco, Polycom, or ZoomGov.

• Familiarity with ServiceNow or other IT Service Management platforms.

• Associate’s or Bachelor’s degree in a related field preferred.

Why Improvix

At Improvix Technologies, we don’t just deliver IT solutions — we deliver mission success. Our teams support critical government programs by building secure, innovative, and scalable technology that enables agencies to operate more efficiently and securely.

We believe great technology starts with great people. That’s why we invest in our employees’ growth, well-being, and long-term success.

Our benefits include:

• Competitive compensation and performance-based incentives
• 401(k) with company match
• Threeweeks of paid annual leavethat increases with tenure
• Comprehensive medical, dental, and vision insurance
• Life insurance and disability coverage
• Transit and commuting benefits
• Professional development and paid training opportunities

At Improvix, you’ll join a collaborative, mission-focused environment where your expertise drives meaningful impact.

Equal Opportunity Employer

Improvix Technologies, Inc. is an Equal Opportunity Employer and is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

Improvix is committed to providing reasonable accommodations to qualified individuals with disabilities during the application and employment process. If you require assistance or accommodation, please contact our Human Resources team.

Security Clearance / Citizenship Requirements

Due to the nature of our government contracts, U.S. citizenship may be required for certain positions, and some roles may require the ability to obtain and maintain a U.S. government security clearance.

Pay Transparency Statement

In accordance with applicable laws and regulations, Improvix Technologies will not discharge or otherwise discriminate against employees or applicants for discussing, disclosing, or inquiring about compensation.