HQ VIP Support, Service Desk

Position Summary: The HQ VIP Support, Service Desk position will provide dedicated white-glove IT support for designated Peace Corps headquarters personnel. This role is responsible for priority phone and on-site support, executive issue resolution, VIP ticket ownership, rapid escalation, meeting readiness support, endpoint support, mobile support, account support, and coordination with Tier 1, Tier 2, AV, and asset-management personnel., * Provide dedicated VIP support by phone and on site for designated headquarters staff.

• Respond to VIP incidents and service requests with priority handling and direct follow-through.
• Support executive users with endpoint, mobile device, Microsoft 365, application, connectivity, printer, account, and access-related issues.
• Coordinate VIP escalations with Tier 1, Tier 2, AV support, asset management, and Government stakeholders.
• Support executive meeting readiness, conferencing support, and urgent technical needs.
• Maintain accurate VIP ticket documentation, status updates, and resolution notes in BMC Track-It!.
• Protect continuity of VIP support through clear handoffs, backup coverage, and issue tracking.
• Deliver high-touch support with discretion, professionalism, and strong customer-service discipline.

Do you have experience in macOS?, Do you have a Associate’s degree?, * Experience providing executive, VIP, or white-glove deskside support in an enterprise IT environment.

• Experience supporting Windows, Apple/Mac, mobile devices, Microsoft 365, conferencing tools, printers, and common business applications.
• Knowledge of account troubleshooting, endpoint support, mobile device support, remote support, and deskside support practices.
• Ability to support sensitive, urgent, and high-visibility user issues with discretion and clear communication.
• Strong customer-service, documentation, escalation, and follow-through skills.

Education & Experience

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, Desktop Support, Network Administration, or a related technical field.

Required Certification

• Preferred: ITIL 4 Foundation, CompTIA A+, Microsoft 365 Certified, Microsoft Modern Desktop Administrator, HDI Desktop Support Technician, HDI Support Center Analyst, CompTIA Network+, CompTIA Security+, Microsoft Endpoint Administrator, Apple device support, or Intune-related certification

CMT Services Inc. is a dynamic and small business supporting Federal, State, and Local government agencies. As an SBA-certified HUBZone, Woman Owned Small Business (WOSB), we deliver quality, professional services to support the missions and strategic business goals of our clients., At CMT Services, we believe that extraordinary results come from empowering exceptional people. If you’re ready to lead innovative projects, solve complex challenges, and contribute to meaningful infrastructure development while advancing your career in a supportive, collaborative environment, we want to hear from you.