Onsite VIP Support Team Member

Knowledge Management•Washington, DC

16h•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. This role serves as a trusted technical resource, delivering responsive, professional, discreet assistance in fast-paced environments where service continuity and customer experience are critical. The position requires strong technical troubleshooting, customer-service, communication, organizational, and prioritization skills, including the ability to respond to urgent requests and support high-visibility events. The team member provides onsite support for VIP meetings and events, including setup, operation, and management of Zoom meetings and conferences. The role also supports government-furnished equipment (GFE) asset management, ensuring equipment is configured, tracked, maintained, and available as needed. The position coordinates with multiple IT support and program teams, documents incidents and processes, contributes to knowledge management and training, and identifies opportunities to improve support and service delivery.

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 clearly 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, and ability to prioritize urgent requirements and manage competing priorities.
Ability to work independently and collaborate effectively with a broader IT support team.
Ability to handle sensitive VIP support requirements with professionalism, discretion, and attention to detail.
Minimum of a DOD Secret clearance.
Ability to provide onsite technical support in Washington, DC.

Nice To Haves

Experience supporting senior executives, VIPs, or other high-visibility users.
Experience with IT asset management and government-furnished equipment.
Ability to maintain accurate equipment and inventory records.

Responsibilities

Provide dedicated onsite technical support to senior leaders, executives, and other VIP users, in person, by telephone, or through remote-access technologies when appropriate.
Respond to and troubleshoot computer hardware, software, peripherals, network connectivity, endpoint, and related IT service issues; resolve issues, document actions, escalate complex issues, and follow up with users.
Provide professional, courteous, and discreet support, including during executive engagements, high-visibility meetings, and special events.
Set up, operate, and manage Zoom meetings and conferences, including configuring laptops, displays, cameras, microphones, speakers, and other peripherals.
Perform pre-event technical checks and connectivity testing; provide live event support and monitor audio, video, connectivity, screen sharing, recording, and other meeting functions.
Coordinate with participants, event organizers, and technical stakeholders to support successful hybrid and virtual meetings.
Maintain support records and End-of-Day reporting; document recurring issues and create knowledge articles, troubleshooting guides, self-help resources, SOPs, templates, job aids, and training materials.
Support management and accountability of government-furnished equipment, including preparation, configuration, deployment, recovery, storage, inventory tracking, maintenance, and reporting lost or damaged equipment.
Perform routine checks and maintenance on laptops, workstations, peripherals, and other assigned IT equipment; coordinate updates, configurations, patches, replacements, upgrades, and other changes with technical teams.
Train users and team members on hardware, software, collaboration tools, and IT resources; conduct workshops and knowledge-sharing sessions, and assist with onboarding and mentoring as assigned.
Collaborate with Tier 1, Tier 2, Tier 3, infrastructure, security, applications, asset management, and program teams; coordinate with HR, Executive/Executive Secretariat (EX/SOD), and HR/OTA support environments as required.
Track and analyze help desk and VIP support metrics, identify trends and service gaps, and recommend or implement process improvements to support workflows, asset management, event preparation, and documentation.
Stay current with relevant technology trends, tools, security requirements, and IT service management practices.