VIP Desktop Support

Company: TEKsystems
Location: Washington
Posted on: March 19, 2023

Job Description:

Description:

We are looking for a results oriented and self-motivated VIP Customer Support technician to support our team in Arlington, 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 JSP 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.

Responsibilities

--- 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

Clearance

--- Must have a minimum of an active Secret Clearance

Experience Level:

Expert Level







About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.



The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.



We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email mpowers@teksystems.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.

Keywords: TEKsystems, Washington DC , VIP Desktop Support, Other , Washington, DC