Help Desk III - VIP Support Specialist

Strategic Operational Solutions • Washington, DC

2d

About The Position

Strategic Operations Solutions, Inc. (STOPSO) is seeking a candidate for the role of Helpdesk III/VIP Support Specialist serving a military customer. The Helpdesk III/VIP Support Specialist provides dedicated desktop, laptop, and mobile device support to VIP users (GS-15/O6 and above). They perform daily wellness checks for senior leadership (SES/GO) to ensure optimal functionality of their technology. The Helpdesk III/VIP Support Specialist responds to VIP support requests within 1 hour and ensure timely resolution. They track all VIP support requests within ServiceNow and create tickets as necessary. They provide tailored IT configurations and training sessions for VIP users based on their specific roles and preferences and establish/maintain a dedicated VIP support line, including phone, email, and chat channels. The Helpdesk III/VIP Support Specialist coordinates with DISA AND/OR ARMY for escalated issues and ensure compliance with security policies.

Requirements

• Bachelor's degree in Information Technology or related field, OR 5 years of relevant work experience in VIP-level IT support.
• Relevant certifications such as CompTIA A+, ITIL Foundation, or equivalent.
• SECRET Clearance
• At least 3 years of experience in VIP-level IT support and troubleshooting.
• Strong interpersonal and communication skills to interact effectively with senior leadership.
• Proficiency in ServiceNow ticketing and reporting tools.
• Familiarity with Army and DoD IT systems, including classified and unclassified networks.

Responsibilities

• Provide dedicated desktop, laptop, and mobile device support to VIP users (GS-15/O6 and above).
• Perform daily wellness checks for senior leadership (SES/GO) to ensure optimal functionality of their technology.
• Respond to VIP support requests within 1 hour and ensure timely resolution.
• Track all VIP support requests within ServiceNow and create tickets as necessary.
• Provide tailored IT configurations and training sessions for VIP users based on their specific roles and preferences.
• Establish and maintain a dedicated VIP support line, including phone, email, and chat channels.
• Coordinate with DISA AND/OR ARMY for escalated issues.
• Ensure compliance with security policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior