Exec Help Senior Technician

Summary:
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, MacBook 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.

• 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

# 25-20328