HQ VIP Support, Service Desk

CMT Services Inc • Washington, DC, DC

2d • Onsite

About The Position

The HQ VIP Support, Service Desk position will provide dedicated white-glove IT support for designated Peace Corps headquarters personnel. This role is responsible for priority phone and on-site support, executive issue resolution, VIP ticket ownership, rapid escalation, meeting readiness support, endpoint support, mobile support, account support, and coordination with Tier 1, Tier 2, AV, and asset-management personnel.

Requirements

• Experience providing executive, VIP, or white-glove deskside support in an enterprise IT environment.
• Experience supporting Windows, Apple/Mac, mobile devices, Microsoft 365, conferencing tools, printers, and common business applications.
• Knowledge of account troubleshooting, endpoint support, mobile device support, remote support, and deskside support practices.
• Ability to support sensitive, urgent, and high-visibility user issues with discretion and clear communication.
• Strong customer-service, documentation, escalation, and follow-through skills.

Nice To Haves

• ITIL 4 Foundation
• CompTIA A+
• Microsoft 365 Certified
• Microsoft Modern Desktop Administrator
• HDI Desktop Support Technician
• HDI Support Center Analyst
• CompTIA Network+
• CompTIA Security+
• Microsoft Endpoint Administrator
• Apple device support
• Intune-related certification

Responsibilities

• Provide dedicated VIP support by phone and on site for designated headquarters staff.
• Respond to VIP incidents and service requests with priority handling and direct follow-through.
• Support executive users with endpoint, mobile device, Microsoft 365, application, connectivity, printer, account, and access-related issues.
• Coordinate VIP escalations with Tier 1, Tier 2, AV support, asset management, and Government stakeholders.
• Support executive meeting readiness, conferencing support, and urgent technical needs.
• Maintain accurate VIP ticket documentation, status updates, and resolution notes in BMC Track-It!.
• Protect continuity of VIP support through clear handoffs, backup coverage, and issue tracking.
• Deliver high-touch support with discretion, professionalism, and strong customer-service discipline.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree