Executive Support Technician

Primary Responsibilities

• Deliver Client Services and Executive Support for both onsite and remote users, ensuring efficient and timely resolution of reported issues.
• Provide after-hours and as-needed availability per client volume trends to ensure uninterrupted support.
• Troubleshoot and resolve incidents
• Triage and address technical issues in a professional and timely manner, adhering to established procedures and service level agreements (SLAs).
• Maintain clear and professional communication via tools such as ServiceNow, email, or phone to document issue resolutions and provide updates to clients.
• Escalate recurring incidents and service gaps to initiate Problem records, ensuring trends are addressed and resolved effectively.
• Keep asset management systems up-to-date by recording device assignments, usage status, and real-time updates.
• Collaborate with clients, peers, and leadership to ensure prompt, accurate information sharing and issue resolution.
• Document troubleshooting actions and solutions in the IT Management System (IMS) to maintain operational visibility and efficiency.
• Support critical platforms and tools, including Microsoft Intune, Active Directory, and VPN technologies.
• Provide support for mobile devices, including iPhones, iPads, and wireless troubleshooting.

Qualifications

• Associates degree and 6 years of related experience. Additional experience may be considered in lieu of a degree.
• A minimum of four years of deskside support experience; at least one year of Executive VIP support experience is preferred.
• Proficient troubleshooting of Microsoft Windows 11.
• Experience with the installation and configuration of new hardware and software in a Windows enterprise environment.
• Knowledge of smart cards/PIV cards, including setup and troubleshooting.
• Strong understanding and hands-on experience with Microsoft Office 365, VPN technologies, and Active Directory management.
• Familiarity with Microsoft Intune and remote support tools.
• Mobile device support expertise, including iPhones, iPads, and wireless troubleshooting.

Soft Skills

• Exceptional customer service skills, with the ability to communicate effectively and professionally with clients and other teams.
• Strong verbal and written communication abilities, with a focus on clear documentation and collaboration.
• A proactive, problem-solving mindset with a keen attention to detail and the ability to work under pressure.

Other Job Details

• Position will be 100% on-site in Arlington, VA.
• Hours are 600 a.m. to 230 p.m.
• U.S. Citizenship is required.
• Must be able to obtain and maintain a Public Trust clearance.
• Target salary range $40,001 - $80,000.