VIP Support Technician (100% Onsite)

This positions supports a Federal Agency that requires U.S. Citizenship to be considered.

Description of Duties

. Able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.

. Provide Mobile Device Support, Hardware/Software installation and configuration support.

. Provide support for House offices in installing and using House supported software

. Assist in developing user documentation/installation procedures.

. Maintain the knowledge base of commonly used end-user software and a working knowledge of hardware products and commonly used accessories, e.g. USB camera’s, accessories used for applications like Teams, Skype, etc.

. Serve as a resource for solving user problems requiring an advanced level of technical support.

. Image computers and migrate end user data upon request.

. Configure workstations to include but not limited to profile information, printer, dual monitors as applicable, etc.

. Must maintain a high degree of customer service for all support calls and adhere to all Quality of Standards.

. Provide support for application software installation and use.

. Provide Mobile Device Support, Android, iOS, Devices

. Assist in developing user documentation/installation procedures.

. Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution.

. Serve as the clearinghouse for posting "Alert" Notifications via Voice Mail, the House WEB Page, Usenet News Groups, and e-mail.

. Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products.

. Apt to learn and maintain knowledge of all House support software, Cloud base software products, and HIR Policies.

. Willing to participate in projects and initiatives for House customers.

. Serve as a resource for solving user problems requiring an advanced level of technician support.

. Serve as the technical resource and solution-provider for the Technology Partners.

. Work closely with other groups to support current technology.

. Interact with other HIR groups as appropriate to efficiently respond to user requests/problems. Partners with vendors to identify and resolve problems.

. Confer with engineering staff to resolve more complex problems.

. Perform other official duties as assigned.

Skill Requirements

• Ideally Three (3) years Executive or VIP Support experience

• Five (5) years - an advanced level of knowledge working with various Windows Operating Systems (Windows 10, 11, etc.)

• Five (5) Years' Experience using BMC Remedy Incident, Change or Knowledge Management (any other Ticketing Systems)

• Three (3) years minimum experience supporting Mobile operating systems, e.g. iOS, Android

• Three (3) years minimum experience with Office 365 applications, SharePoint, Exchange Online

• Three (3) years of Active Directory User & Account Administration

• One (1) year minimum experience supporting remote connectivity (VPN), e.g. Remote SecureID and Cisco AnyConnect preferred

• One (1) year minimum experience with MAC OS

• One (1) year minimum experience supporting clients using remote access software (e.g. Remote Desktop, Bomgar)

• One (1) year minimum experience supporting virtual conferencing solutions (WebEx, Teams).

• Experience with Mobile device Management Console (AirWatch, Apple Business Manager) experience preferred but not required.

• Must be able to physically lift-up to 50 pounds of equipment and walk up to five miles per day

Additional Skills & Qualifications

Citizenship and Security Clearance:

. Authorized U.S. Worker (U.S. Citizenship required) as is supports the U.S. House of Representatives

. Must be able to obtain the equivalent of Federal Government Public Trust clearance

. Customer can typically clear staff in 3 to 7 business days after they are selected