Exec Help Senior Technician

Executive / VIP Desktop Support Technician

This position is in Washington, DC at the Department of Transportation Headquarters' building. The client is looking for an Executive / VIP Desktop Support Technician to provide day-to-day process and technical support to Political Appointees, Senior Executives, and their Administrative Assistants.

Responsibilities:

• This role requires a very high level of technical proficiency and requires an individual with executive presence and strong communication skills.
• The team members must quickly and effectively diagnose and resolve issues related to PCs/ Laptops, Mac Book IOS, mobile devices (iPhones, iPads, 2-in-1 laptops), software applications, telecommunication issues and local network issues.
• The team members will perform general IT maintenance tasks and resolve moderate complex problems immediately; if needed, more complex IT issues will be escalated to a higher level of support.
• As needed, the team members will also recommend hardware and software solutions, including new product acquisitions and upgrades.
• He/she may conduct training programs designed to educate organization's computer users about basic and specialized applications.
• The work is performed in a Microsoft Windows environment.
• The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment.
• Must have strong customer service skills and be able to multitask between hardware and software solutions.
• We are looking for exceptional organization skills, scheduling, and the ability to coordinate with different teams for a solution.
• Strong skills with imaging machines and troubleshooting during the image process are a plus.

Skills and Experience Desired:

• An experienced Executive-Level Support Technologist with excellent technical and interpersonal/Customer Service skills (3+ years) and an additional 4 years of experience successfully providing general IT customer service.
• Advanced emphasis on troubleshooting complex and advanced end-user issues with hardware and software.
• Diagnosing and resolve technology issues, including Microsoft Windows Operating System and Microsoft Office tools (primarily Outlook), with MacOS, iOS, and iPad OS troubleshooting experience desired.
• Must also possess support capabilities in LAN, VPN, mobility devices, hardware and peripherals, and other technologies.
• Must have demonstrated prolonged experience (minimum of 2 years consecutively in one post) working in secure and sensitive environments, and with the appropriate handling of secure and sensitive data.
• Must possess experience escalating and coordinating integrated strategies for troubleshooting and issue/incident resolution across multi-disciplinary teams.
• This role is a demanding, high-visibility frontline concierge position, supporting our most senior executives and VIPs by offering both in-person and remote support.
• Must possess technical depth and breadth in a wide range of IT and AV technologies including software, hardware, and conferencing systems.
• This position requires a commitment to solution ownership and the ability to engage cross-functional teams when necessary to provide timely resolution to issues.

Qualifications:

• Must possess excellent time management and follow-up skills, and the ability to handle issues with discretion, tact, diplomacy, and patience.
• Ability to work independently and quickly escalate issues if assistance is needed.
• Must possess effective and professional verbal, oral, and written communications skills, and demonstrate composure and successful task execution in high-pressure, high-visibility, and time-sensitive conditions.
• Bachelor's degree desired.
• A+, Network+, Microsoft 365, Microsoft IT Support Specialist Professional, Apple Certified Support Professional and ITIL certifications are desired

Pay Transparency:

The typical base pay for this role across the U.S. is: $55.00 - $57.00/hr final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.