Executive IT Technician: VIP Support Specialist

Evolver Federal•Washington, DC

2d•Onsite

About The Position

Evolver is seeking an Executive IT Technician: VIP Support Specialist to join our dynamic team, providing premier IT support services at the US Department of Agriculture in Washington, D.C. This role is ideally suited for a U.S. Citizen who is fully prepared to undergo and clear a comprehensive Government Background/Badging Investigation. The chosen candidate will become an integral part of our high-profile support team, delivering unparalleled technical assistance, and ensuring operational excellence for the executive customers.

Requirements

A minimum of 3 years' experience in workstation and laptop support, including proficiency with Office 365 and a solid background in supporting MS Outlook, SharePoint, OneDrive/OneNote.
Demonstrated ability in managing and deploying workstation/laptop refreshes and patch management, with at least 5 years of experience.
Must be a US Citizen, capable of passing a stringent Government Background/Badging Investigation.
Willingness to work on-site in Washington, DC on a daily basis, with occasional travel required to other offices in Maryland, adhering to CDC-approved COVID-19 guidelines.

Nice To Haves

Over 5 years of experience in workstation and laptop support, with 7+ years in managing/deploying workstation/laptop refreshes and patch management.
At least 4 years of preferred experience in providing support to C-Level executives, showcasing the ability to effectively communicate and interact with all levels of Executive Management.
Strong familiarity with desktop security products, and proficient in supporting MS Teams, VTC.
Exceptional skills in documentation, communication, diagnosis, and troubleshooting are crucial.

Responsibilities

Deliver outstanding Tier II IT support to identified USDA CEC VIP users, ensuring adherence to service level agreements (SLAs).
Quickly and professionally address and resolve issues involving PCs, printers, mobile devices, and network clients for VIP customers, maintaining strict compliance with SLAs.
Conduct routine and preventative maintenance on all PCs and related equipment, manage virus/security patches and updates, and oversee the installation and setup of PCs, printers, scanners, and related peripherals.
Install and maintain client machine software in a timely and efficient manner, addressing and resolving any workstation/laptop security concerns.
Utilize Remedy, or similar problem management ticketing software, to log and track inquiries, maintain detailed history records, and provide comprehensive updates on unresolved support tickets.
Maintain direct and effective communication with Executives, offering professional customer service and collaborating closely with System Engineers to troubleshoot and resolve issues.
Ensure timely updates are communicated to customers regarding the status of their support tickets.
Forge strong, supportive relationships with end-users through proactive and positive engagement, while effectively working within a team to achieve common goals.