Onsite VIP Support Team Member

Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence Analysis & Threat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectives, and map technology needs for tomorrow's requirements.

Title: Onsite VIP Support Team Member

Location: Washington, DC (onsite)

Position: 1

Duration: Ongoing contract

Clearance Required: Minimum of a DOD Secret clearance

Employment Type: Full-time

Salary: Please provide your salary requirement

Onsite VIP Support Team Member

Position Overview

The Onsite VIP Support Team Member provides high-quality, hands-on technical support to senior leaders, executives, and other high-visibility users within the organization. This position serves as a trusted technical resource for VIP users and is responsible for providing responsive, professional, and discreet support in fast-paced environments where service continuity and customer experience are critical.

The ideal candidate will possess strong hands-on technical troubleshooting skills, excellent customer service abilities, and the communication skills necessary to clearly explain technical issues and solutions to senior leadership, both verbally and in writing. The position requires a proactive, detail-oriented professional who can manage competing priorities, respond effectively to urgent requests, and maintain a high level of professionalism during high-visibility events and engagements.

The position will also provide technical support for VIP meetings and events, including the setup, operation, and management of Zoom meetings and conferences. In addition, the position will support asset management activities involving government-furnished equipment (GFE), ensuring equipment is properly configured, tracked, maintained, and available when needed.

Essential Responsibilities

VIP User Support

• Provide dedicated onsite technical support to senior leaders, executives, and other VIP users.
• Respond promptly to inquiries and requests involving computer hardware, software, peripherals, network connectivity, and related IT services.
• Provide support in person, by telephone, or through remote-access technologies when appropriate.
• Troubleshoot and resolve technical issues while minimizing disruption to VIP users.
• Guide users through basic troubleshooting and provide clear, easy-to-understand technical instructions.
• Maintain a professional, courteous, and service-oriented approach during all user interactions.
• Provide support during high-visibility meetings, executive engagements, and special events.

Technical Troubleshooting and Issue Resolution

• Diagnose hardware, software, connectivity, and system issues by identifying root causes and implementing appropriate solutions.
• Resolve incidents efficiently while maintaining appropriate documentation of troubleshooting activities and resolutions.
• Escalate complex or unresolved issues to appropriate Tier 2/Tier 3 support teams or specialized technical personnel.
• Coordinate with other IT support teams to ensure timely resolution of incidents.
• Follow up with VIP users to confirm that issues have been fully resolved and that the user is satisfied with the outcome.
• Identify recurring technical issues and recommend corrective actions to reduce future service interruptions.

Zoom Meeting and Conference Support

• Set up, operate, and manage Zoom meetings and conferences for VIP users and senior leadership.
• Configure meeting technology, including laptops, displays, cameras, microphones, speakers, and other required peripherals.
• Perform pre-event technical checks and connectivity testing.
• Provide live technical support during meetings, conferences, and high-visibility events.
• Monitor audio, video, connectivity, screen sharing, recording, and other meeting functions during live events.
• Troubleshoot and resolve technical issues quickly and discreetly during meetings.
• Coordinate with meeting participants, event organizers, and other technical stakeholders to ensure successful event execution.
• Support hybrid and virtual meeting requirements and coordinate with appropriate technical teams when additional resources are required.

Documentation and Knowledge Management

• Maintain accurate records of support requests, troubleshooting actions, and resolutions through established reporting processes, including End-of-Day (EOD) reporting.
• Document recurring issues and develop knowledge articles, troubleshooting guides, and self-help resources.
• Develop weekly training materials, Standard Operating Procedures (SOPs), templates, job aids, and other resources to improve team effectiveness.
• Ensure technical…