Executive Desktop Support Technician

Eliassen Group is supporting a large government integrator in the search for a VIP Desktop Support Technician. This role will be a 6-month contract to hire opportunity on a long term engagement.

This position will also require the candidate to obtain a Public Trust clearance which can take 4-9 weeks for onboarding.

Job Overview :

We are seeking 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 high level of technical proficiency and the ability to maintain executive presence and strong communication skills.

The successful candidate will quickly and effectively diagnose and resolve issues related to PCs / Laptops, mobile devices (iPhones, iPads, 2-in-1 laptops), software applications, telecommunications, and local network issues.

This position involves performing general IT maintenance tasks and resolving moderately complex problems immediately. More complex issues will be escalated as necessary.

The technician may also recommend hardware and software solutions, including new product acquisitions and upgrades, and conduct training programs to educate users on basic and specialized applications.

The work is primarily in a Microsoft Windows environment, and strong customer service skills and multitasking abilities are essential.

Key Responsibilities :

• Provide technical support to VIPs, including Political Appointees and Senior Executives.
• Troubleshoot and resolve issues related to hardware, software, and networking.
• Support mobile devices (iPhones, iPads) and telecommunication tools.
• Perform IT maintenance tasks, image machines, and troubleshoot during the imaging process.
• Assist with conference room and VTC setups, remote tool support, and wireless troubleshooting.
• Coordinate with different teams to resolve technical issues and maintain documentation in the ServiceNow ticketing system.

Top Qualifications, Skills, Experience, or Certifications :

• Strong customer service and communication skills.
• Troubleshooting expertise in Microsoft Windows 10.
• Experience with the installation and configuration of new machines in a Windows environment.
• General knowledge of Smart cards / PIV cards.
• Experience with Office 365, VPN, and Active Directory.
• Familiarity with remote tool support and conference room setups.
• Wireless troubleshooting, including iPhones and iPads.

Job Role Specific Requirements :

• Ability to meet aggressive timelines in a fast-paced environment.
• Exceptional organization skills, with the ability to document processes.
• Experience with ServiceNow ticketing system.
• Familiarity with asset and incident modules in ServiceNow.
• Some experience with troubleshooting and resolving MacBook Pro iOS issues.
• Outage awareness and management experience.

Qualifications and Education Requirements :

Must possess a High School Diploma and 3 years of desk-side support experience, or a diploma may be substituted with 4 additional years of related experience.

Preferred Skills :

• Familiarity with ServiceNow and ServiceNow Asset / Incident Modules.
• Bomgar knowledge.
• MAC troubleshooting skills.

Additional Notes

Successful candidate will be in an ON-CALL Rotation for nights and weekends. Must be flexible to work rotating shifts, see the shift times below :

• 7 AM 4 PM
• 8 AM - 5 PM
• 9 AM - 6 PM
• 10 PM - 7 PM
8 days ago