VIP Desktop Support - WHITE GLOVE

Our client is looking for an Executive / VIP Desktop Support Technician to provide day-to-day process and technical support to Political Appointees, Senior Executives, and their Administrative Assistants. This role requires a very high level of technical proficiency and requires an individual with executive presence and strong communication skills. The team member must quickly and effectively diagnose and resolve issues related to PCs/Laptops, mobile devices (iPhones, iPads, 2-in-1 laptops), software applications, telecommunication issues, and local network issues. The team member will perform general IT maintenance tasks and resolve moderately complex problems immediately; if needed, more complex IT issues will be escalated to a higher level of support. As needed, the team member will also recommend hardware and software solutions, including new product acquisitions and upgrades. He/she may conduct training programs designed to educate the organization’s computer users about basic and specialized applications. The work is performed in a Microsoft Windows environment. The successful candidate will possess exceptional communication skills and the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to coordinate with different teams for a solution. Strong skills with imaging machines and troubleshooting during the image process are a plus.

Experience
-Must have a minimum of 5 years of experience providing desk side support, specializing in troubleshooting complex and advanced end-user issues with hardware and software.
-Must have extensive knowledge of Microsoft Windows Operating System and Microsoft Office tools.
-Must possess a High School Diploma. Degree may be substituted with 4 additional years of related experience.

Duties and Responsibilities
-Provide VIP Support Services for users identified as VIP within the OA including the Secretary (S1), Deputy Secretary (S2) of Transportation staff, or any Political Appointee designated by the Associate CIO for Shared Services.
-Provide support in remote locations upon approval from the Federal Task manager.
-Serve as the communication team to the S1/S2 or other non-career staff as required by the ITSS management to keep the VIP staff fully informed of user-impacting changes to the environment.
-Customer service and interaction.
-Advanced troubleshooting and resolution.
-Create, update, and resolve documentation related to support tickets in the ServiceNow ticketing system.
-Imaging new machines.
-Deployment of new machines.
-New software installation.

o Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following:
 Medical, dental & vision
 Critical Illness, Accident, and Hospital
 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
 Life Insurance (Voluntary Life & AD&D for the employee and dependents)
 Short and long-term disability
 Health Spending Account (HSA)
 Transportation benefits
 Employee Assistance Program
 Time Off/Leave (PTO, Vacation or Sick Leave)