HQ VIP Support Specialist, Service Desk

The HQ VIP Support Specialist provides dedicated, white-glove Tier 2 support to approximately 31 executives and designated VIP staff. This role delivers high-touch, in-person and on-call technical support across hardware, software, mobile devices, AV, and account services.

Principal Duties and Responsibilities

· Deliver dedicated in-person and phone support to VIP users

· Provide rapid response and resolution of VIP incidents and service requests in accordance with VIP SLAs

· Serve as escalation point for complex technical issues requiring advanced troubleshooting

· Support executive hardware, laptops, mobile devices, peripherals, and specialized configurations

· Provide personalized onboarding and off-boarding support for executive staff

· Coordinate with Tier 1, AV, and federal support teams for seamless issue resolution

· Maintain exceptional customer satisfaction and professionalism at all times

· Document all VIP activity accurately in BMC Track-It!

· Assist with conference room, presentation, and executive meeting support

Do you have experience in macOS?, Do you have a Associate's degree?, Mandatory:

· Associate's or Bachelor's degree in IT or related discipline

· Minimum 5 years of deskside or executive IT support experience

· Demonstrated experience supporting C-suite or senior federal leadership

· Advanced knowledge of Windows, macOS, mobile platforms (iOS/Android), and productivity tools

· Strong interpersonal, communication, and problem-resolution skills

· Strong reporting, dashboarding, and data analysis skills

· CompTIA A+ Certification

Desired:

· Experience in federal headquarters or executive office environments

· Strong troubleshooting skills under time-sensitive conditions