VIP Support Technician

CACI International•Arlington, VA

1d•$70,800 - $148,600•Onsite

About The Position

VIP Support Technicians are responsible for providing IT support to DHS senior leadership, requiring the highest level of customer service and technical proficiency. Candidates are responsible for delivering professional, high quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. VIP technicians will be solely dedicated to a small set of EVIP and VIP federal personnel, responsible for supporting and troubleshooting a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements. This candidate will support unclassified equipment, some of which is in classified space.

Requirements

Ability to obtain/maintain EOD Suitability Clearance
BA and 6 years experience, AA with 8 years experience or a total of 12 years experience providing end user IT support
Strong communication skills and positive attitude
Desire to provide the highest level of customer satisfaction
Experience supporting organization Senior Leadership
Background in supporting WIN 10 OS, O365 products, active directory and MDM solutions
Previous experience using ITSM tools for ticket tracking

Nice To Haves

Familiarity with using ServiceNow
Experience supporting organization senior staff (e.g. VIPs)

Responsibilities

Provides on-site technical support for VIP hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
Reviews pending tickets daily, updating work details according to DSS ticket management procedures
Investigates and resolves all connectivity issues related to VIP IT equipment
Performs daily checks with VIP customers and their support staff
Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies
Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.