VIP Helpdesk Support Technician

Overview

VIP HELPDESK SUPPORT TECHNICIAN (DOS):

Bowhead seeks a VIP Helpdesk Team Lead to support our Department of State contract in Washington, D.C..The VIP Help Desk Support Technician will provide specialized technical support and service to high-level executives, VIPs and other DoS staff, ensuring their needs are met with efficiency and discretion.

Responsibilities

• Provide support to DoS customers via Deskside, email, phone and Teams (including VIP customers).
• Possess technical and troubleshooting skills.
• Support entails hardware, software, peripheral, conference room set-up, inventory, etc.
• Assist with the issuance and collection of property, assist with office moves and other tasks.
• Use GTM Next to track customer issues, requests, resolution, and ticket status.
• Provide onsite support for town-hall meetings, virtual meetings and special events as requested.
• Submit daily End of Day/Project & Deliverable spreadsheets and Weekly Status Reports in the absence of the Team Lead.
• Review and adhere to all Standard Operating Procedures (SOP), Work Instructions and Job Aides for the team.
• Participate in the Weekly Document Review sessions for knowledge transfer/training purposes.
• Possess effective communication skills (both verbal and written) with co-workers, management, and the DoS customer

Qualifications

• Minimum educational requirement is a High School/GED.
• Minimum of three (3) years of overall IT experience and at least two (2) years' experience supporting all phases of desktop support to include software and hardware.
• ServiceNow expereince highly desired
• Intermediate to advanced level skills in Microsoft Office software suite - Word, Excel, Outlook, PowerPoint
• Ability to communicate effectively with all levels of employees and outside contacts
• Strong interpersonal skills and good judgment with the ability to work alone or as part of a team
• Technician is required to be onsite 5 days a week.
• Ability to provide workarounds as needed to avoid service disruption.

Physical Demands:

• Must be able to lift up to 10 to 20 pounds
• Must be able to stand and walk for prolonged amounts of time
• Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS: Must currently hold a security clearance at the Secret level. US Citizenship is a requirement for Secret clearance at this location.

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