VIP Technician

Description

RESPONSIBILITIES:

• Coordinate Executive/VIP Support Team day-to-day operations
• Support Executive/VIP Communication/Information Systems and networks, including remote communications equipment, mobile (iPhone and iPad) and deployable network communication systems, strategic and tactical multi-channel satellite communication systems (BGAN terminals), secure telephone equipment, video conferencing, laptops, desktops, computer peripherals and other equipment, supporting executive communications capabilities.
• Under very minimal to no supervision, provide support to executive level customers to include interacting with network services, software systems engineering and asset management to restore service and/or identify core problems.
• Interacts daily with executive level customers, supervisor, peer groups and customers in order to manage work flow in timely and professional manner.
• Responsible for documenting, upgrading and replacing hardware and software systems.
• Responsible for implementing fixes and patches through various means such as registry edits, patch installation, Active Directory Security Policy configuration and various application testing.
• Install, troubleshoot, repair, operate, and maintain networking equipment, encryption devices, computers, workstations, laptops, thin clients, printers, scanners, and any other equipment within the scope of this task.
• Deploy mobile devices to Executive/VIP staff including setup of Intune MDM (Mobile Device Management), mobile office and business applications as well as device configuration.
• Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat
• Demonstrated commitment and ability to provide excellent customer service
• Ability to provide support and leadership to teammates in a fast-paced SLA driven environment
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively with others
• Deep understanding of IT concepts/practices and experience with common service desk software.
• Proven ability to think and troubleshoot logically and act decisively in critical situations
• Extensive experience supporting Microsoft Office, Windows 11, and common desktop applications
• Experience with account administration practices and Identity Management tools, understands common related security practices
• Must adhere to all company and department policies and procedures.
• Must have appropriate area to work from to avoid distractions or excessive noise that could negatively impact interaction with customers

Qualifications

QUALIFICATIONS:

• Bachelors degree; with 4 years of specialized experience a degree is not required. 
• Extensive experience with troubleshooting Windows 11, Active Directory, Microsoft Office suite, Mobile Device Management (MaaS360 / Azure), and laptop computer hardware.
• Dell Certification (self-guided certification provided through FERC Dell TechDirect)
• Flexibility to work for after hour support rotation
• Must have HDI Support Center Certification or obtain within 6 months of start date
• Must be a US Citizen and have ability to obtain a Public Trust clearance

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.