The AM Agency
VIP User Advanced Technical Support

VIP User Advanced Technical Support


Provide technical support to senior level Government executives such as Office of the Secretary and Under Secretaries. Must have excellent command of the English language both written and oral. Exceptional customer service skills. Soft skills. Will be required to write reports and updates to executive level management. Will be required to support meetings at the highest level of the Government.

Main Job Tasks and Responsibilities

  • Advanced Outlook Email Support
  • Lincpass Support
  • Broadband Card and Wireless Connectivity
  • Advanced Printing needs
  • Advanced MS Office Application Support
  • Supported BYOC / BYOD
  • respond to requests for technical assistance in person, via phone, electronically
  • diagnose and resolve technical hardware and software issues
  • research questions using available information resources
  • advise user on appropriate action
  • log all service interactions
  • redirect problems to appropriate resource
  • identify and escalate situations requiring urgent attention
  • prepare status reports
  • stay current with system information, changes and updates
  • support moving of technical hardware
  • create/delete/modify Active Directory user accounts
  • create email accounts

Education and Experience

  • Mac and Apple mobility products
  • College degree in related technical / business areas or equivalent work experience
  • Experience with pc hardware including, desktops, laptops, printer, monitors, and fax machines
  • Advanced MS Office Application Support
  • Experience with mobile devices
  • Experience with network printing
  • Experience with DNS, TCP/IP, DHCP
  • Cisco network equipment
  • Experience in customer service a must
  • 4 year degree or industry certifications such as A+, CCNA, MCSE, etc.
  • 5+ yrs of End User support
  • VIP support experience is a plus
  • PUBLIC TRUST, US Citizen, Clean Background (financial and criminal)

Knowledge, Skills and Abilities:

Excellent problem solving / analytical skills and knowledge of analytical tools
Excellent written and verbal communication skills
Knowledge of installation, maintenance, troubleshooting and repair of a variety of end user and network computer operating systems.

  • Knowledge of ITIL, Six Sigma, CMM and/or other relevant methodologies.
  • Knowledge of VOIP/ MAC OS a plus
  • Ability to diagnose and resolve complex technical problems.

Must be able to lift 50lbs. or more, stand on feet long hours.

Job Category: IT
Job Type: Full Time
Job Location: Washington DC

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