Onsite VIP Support Team Member

Knowledge Management, Inc.•Washington, DC

7d•$80,000 - $90,000•Onsite

About The Position

The Onsite VIP Support Team Member provides high-quality, hands-on technical support to senior leaders, executives, and other high-visibility users. The role serves as a trusted technical resource, delivering responsive, professional, and discreet support in a fast-paced environment where continuity of service and customer experience are critical. The position supports users in person, by telephone, and through remote-access technologies as appropriate, and troubleshoots hardware, software, peripherals, network connectivity, endpoints, and related IT services. The role also provides technical support for VIP meetings and events, including setup and operation of Zoom meetings and conferences, preparation and testing of meeting equipment, and live troubleshooting. It supports government-furnished equipment (GFE) and asset management by configuring, tracking, maintaining, deploying, recovering, and storing equipment and peripherals. Additional work includes documenting support activity, preparing reports and knowledge resources, developing training materials and procedures, maintaining assigned equipment, coordinating changes with technical teams, and contributing to service and process improvements. The position requires professionalism, discretion, strong customer service, clear communication with technical and non-technical stakeholders, attention to detail, adaptability, and the ability to manage competing priorities and urgent requirements. It is full-time, onsite in Washington, DC, under an ongoing contract, and requires at least a DOD Secret clearance. The posting asks applicants to provide their salary requirement; it does not state a salary range.

Requirements

Demonstrated experience providing hands-on IT support in a customer-facing or enterprise help desk environment.
Strong troubleshooting skills involving computer hardware, software, peripherals, network connectivity, and endpoint technologies.
Demonstrated experience setting up and supporting Zoom meetings, conferences, and virtual or hybrid events.
Ability to troubleshoot technical issues in real time during live meetings and events.
Strong written and verbal communication skills, including the ability to explain technical concepts and solutions to technical and non-technical audiences.
Experience documenting incidents, troubleshooting activities, and resolutions.
Experience creating SOPs, job aids, training materials, templates, or knowledge-base content.
Strong organizational and multitasking skills.
Ability to work independently and collaborate effectively with a broader IT support team.
Ability to maintain accurate equipment and inventory records.
Ability to handle sensitive VIP support requirements with professionalism, discretion, and attention to detail.
Minimum of a DOD Secret clearance.

Nice To Haves

Experience supporting senior executives, VIPs, or other high-visibility users.
Experience with IT asset management and government-furnished equipment (GFE).

Responsibilities

Provide dedicated onsite technical support to senior leaders, executives, and other VIP users.
Respond to requests involving computer hardware, software, peripherals, network connectivity, and related IT services in person, by telephone, or through remote-access technologies.
Troubleshoot and resolve technical issues while minimizing disruption; guide users through basic troubleshooting and explain solutions clearly.
Provide support during high-visibility meetings, executive engagements, and special events.
Diagnose hardware, software, connectivity, and system issues; document troubleshooting and resolutions; escalate complex issues and coordinate with other IT support teams.
Follow up with VIP users to confirm resolution and satisfaction, and identify recurring issues and corrective actions.
Set up, operate, and manage Zoom meetings and conferences for VIP users and senior leadership.
Configure laptops, displays, cameras, microphones, speakers, and other meeting peripherals; perform pre-event checks and connectivity testing.
Provide live meeting support and monitor audio, video, connectivity, screen sharing, recording, and other meeting functions; troubleshoot issues discreetly and coordinate with participants, organizers, and technical stakeholders.
Support hybrid and virtual meetings and coordinate with technical teams when additional resources are required.
Maintain support records and End-of-Day (EOD) reports; document recurring issues and develop knowledge articles, troubleshooting guides, and self-help resources.
Develop weekly training materials, Standard Operating Procedures (SOPs), templates, job aids, and other resources; keep technical documentation accurate, current, and accessible.
Support GFE management and accountability, including preparation, configuration, deployment, recovery, storage, inventory, maintenance, and availability of devices and peripherals.
Maintain equipment records, report lost or unserviceable equipment, and support compliance with Department policies and procedures for GFE and IT assets.
Perform routine checks and maintenance on laptops, workstations, peripherals, and other assigned equipment; help ensure devices remain operational, secure, and compliant.
Communicate hardware and software change requests and coordinate updates, configurations, patches, replacements, and upgrades with technical teams.
Train users and team members on hardware, software, collaboration tools, and other IT resources; conduct workshops and knowledge-sharing sessions and assist with onboarding and mentoring as assigned.
Coordinate with Tier 1, Tier 2, Tier 3, infrastructure, security, applications, and other technical teams, as well as relevant HR, Executive/Executive Secretariat (EX/SOD), and HR/OTA stakeholders.
Participate in team meetings, maintain effective working relationships, and communicate technical requirements and issues to technical and non-technical stakeholders.
Track and analyze help desk and VIP support metrics, monitor service performance, identify service gaps, and recommend or implement process improvements.
Contribute to continuous improvement and standardized support processes, including improvements to asset management, event preparation, documentation, and support workflows.
Maintain professionalism, discretion, timeliness, customer focus, event readiness, attention to detail, teamwork, continuous learning, and adaptability.