Cleared VIP Desktop Technician in Alexandria, VA

Location: Alexandria, VA
Date Posted: 11-17-2017
Position: VIP Desktop Technician  
Location: Pentagon
Terms: 6 month contract to hire, must have DOD Secret clearance, will upgrade to TS/SCI 
Compensation: 80-90k w/ benefits

Our client is looking for results oriented and self-motivated VIP Customer Support technician to support our team in Alexandria, Virginia.  The VIP Desktop Technician’s role is to provide onsite support and maintenance for high visibility government users, including Presidential appointees and their staff, within the EITSD desktop computing environment. Support includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The VIP Desktop Technician will also troubleshoot problem areas (remotely, in person, by telephone, or via e-mail) in a timely and accurate fashion.  They will provide end-user assistance where required. VIP Support Desktop Technicians work from tickets assigned in the IT Support ticketing system (currently Remedy), e-mails received (VIP mailbox), and phone calls fielded (VIP hotline). The VIP Desktop Technician will support a rotational on-call response for after-business-hours issues. 
  • Strong written and oral communication skills
  • Excellent problem solving, quantitative and analytical skills
  • Exceptional customer service skills
  • Ability to prioritize and execute tasks in a high-pressure environment
  • Ability to manage multiple tasks simultaneously
  • Support and provide feedback to ensure continual process improvement
  • Provide rapid support response for VIP break/fix and requirement requests
  • Coordinate and execute VIP IT support for CONUS/OCONUS travel
  • Familiarity with Remedy ticketing system.  Follow established Service Desk processes for ticket management
  • Develop and maintain Knowledge Documents (Work Instructions) in accordance with Knowledge Management processes
  • Provide Call Center Support for confirmed VIPs using the Avaya Agent
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
  • Excellent technical knowledge of PC and desktop hardware and associated diagnostic tools to perform remote diagnostics
  • Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed
  • Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM, memory chips, CD-ROMs, and so on
  • Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment
  • Where required, administer and resolve issues with associated end-user workstation networking software products
  • If necessary, liaise with third-party support and vendors
  • COMSEC/TACLANE configuration and troubleshooting familiarity preferred
  • Mobile Device configuration and troubleshooting (Blackberry, DMCC, and DMUC devices)
Knowledge & Experience
  • College diploma or university degree in the field of computer science and/or 2-4 years equivalent work experience.
  • CompTIA Security + CE and ITIL Foundation upon hire
  • Help Desk Institute (HDI) Certification within 90 days of hire
  • Microsoft Technology Associate (MTA) within 90 days of hire
Must have a minimum of an active Secret Clearance able to get TS/SCI but TS is preferred
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