Executive IT Support Lead

Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.

Nightwing is seeking an IT Executive Support Specialist who will be responsible for providing high-level technical support to executive staff, ensuring their technology needs are met efficiently and securely. Primarily, they will provide on-site support for the Executive and Senior Leadership team at our Home Office Location in Dulles, VA as well as support end-users in the field. They are responsible for managing ticket flow, resolution, escalations, and providing team mentorship as well as providing remote and occasional on-site technical support for Nightwing across the enterprise.

Responsibilities

• Deliver top-tier technical support to executives, both on-site and remotely, ensuring exceptional customer service
• Communicate with Senior Leadership Members, as well as all other associates, to resolve reported incidents and exhibit exceptional patience and professionalism.
• Directly interface with Executives and Senior Leadership on a daily basis, in-person/on-site, at our Home Office.
• Support on-site Network and Conference Room A/V systems in business environments at our Home Office Location.
• Install and configure workstations and related technologies for new hires.
• Configure and support mobile devices such as iOS (iPhone and iPads) and support Android mobile phones.
• Configure and support MacBook and other similar devices running Apple IOS
• Manage the day-to-day technology needs of the Home Office Location.
• Evaluate new technologies for use within the business, validate operability, and lead the deployment.
• Strategically analyze complex service requests to resolve in a time efficient manner.
• Collect, provide, and maintain detailed records in service requests regarding actions taken to resolve.
• Independently troubleshoot and resolve technologies issues, including hardware, network connectivity, credentials, and business applications, at an advanced level.
• Ensure direct follow-up on major issues to maintain clear communication.
• Troubleshoot and document resolution of Windows Operating System and MacOS Issues.
• Effectively and efficiently be able to multi-task with vendors and associates.
• Manage service ticket workloads and resources to meet KPIs such as Service Level Agreement (SLA)
• Drive continuous improvement of the office service experience through Incident Management, Problem Management, and Knowledgebase practices
• Assist Service Desk team members with Service Impacting Outages
• Work with vendors and MSPs to ensure critical systems are available.

Qualifications

• High School Diploma or equivalent is required.
• Associate or Bachelor's degree in a computer related field is preferred, or the equivalent combination of education, training and experience
• 8+ Years minimum experience in an enterprise helpdesk or computer
• support environment with previous experience working in a lead capacity.
• 4+ years of experience providing Executive / VIP Support
• Experience serving as a level 2 or higher technician in a similarly complex IT environment is required

Additional Skills

• Experience with Azure Active Directory and Microsoft 365 Admin Center
• Exchange Online, Teams, and SharePoint
• Intune, JAMF, Apple Business Manager
• Windows, MacOS, iOS

At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.

Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.

Nightwing is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.