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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # VIP Support Technician (Mid-level) - **Company:** Empower AI Inc. - **Location:** Arlington, VA, United States - **Experience:** Experienced - **Salary:** $65,600.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, CompTIA Security+, Information Systems, System Configuration, Identity and Access Management, Systems Analysis, Network Troubleshooting, Network Administration, NIPRNet, Public Key Infrastructure, Virtual Local Area Networks, Software Vulnerability Management, Information Technology, Application Client, Servicenow - **Published:** October 23, 2026 - **Apply:** https://www.hospitalityjobsite.com/job.asp?id=3470786402&tx=TT4542THT&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54 ## About the Role * Required Education: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree. * Required Experience: 5 or more years of progressively responsible professional experience in enterprise endpoint support, IT systems analysis, or classified network administration. * Prior experience supporting a DoD or J6 VIP customer environment is strongly preferred. * Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician. * Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator. Physical Requirements The essential physical functions below are incidental to the primary duties of this position and are performed in furtherance of the responsibilities described herein: * Ability to sit and stand for extended periods in a professional office or customer site environment. * Ability to ambulate throughout office buildings and customer facilities. * Ability to stoop, kneel, crouch, or crawl as required to access equipment in confined spaces. * Ability to repeatedly lift and carry equipment up to 50 pounds. ## Description Primary Duty - VIP Systems Analysis, Cradle-to-Grave Ownership, and Independent Judgment * Independently applies systems analysis techniques and specialized technical knowledge to diagnose and resolve Tier II hardware, software, and connectivity failures for Level II Gold and Level III Platinum VIP users across NIPRNet and higher classification networks; maintains single-ownership cradle-to-grave accountability for each incident and service request. * Conducts daily Level III Platinum VIP wellness visits between 6:30 AM and 10:00 AM; independently analyzes and documents current issues impacting each VIP customer, determines appropriate immediate action, and initiates resolution without awaiting direction. * Independently installs, configures, re-images, and maintains VIP desktop and notebook systems; performs software updates and vulnerability remediation; analyzes network issues using Fluke and determines appropriate VLAN whitelisting and MAC address configurations. * Applies specialized knowledge of PKI infrastructure and identity management to serve as a Trusted Agent; independently supports CAC PIN resets, SIPRNet token PIN resets, and new SIPRNet token requests and replacements. * Independently provisions, tests, and maintains classified and unclassified mobility equipment including DMUC, DMCC-S, DMCC-TS, and WINDAR-S devices for VIP users; maintains ready bench stock for rapid replacement and independently determines equipment readiness. * Independently supports Home Kit installations and on-site troubleshooting at approximately 75 VIP residences throughout the NCR, on-base residences (Ft. Myer, McNair, JBAB), and Home SCIF facilities on a 24×7×365 basis. * Independently provisions and tests all IT equipment for VIP travel missions; restocks upon return; coordinates with SECDEF Communications and Chairman Communications as required. * Provides after-hours on-call support for VIP customers on a rotational basis for one-week increments; independently determines when after-hours incidents require immediate response versus next-business-day action. Highlights of Responsibilities In fulfillment of the primary duty described above, and in performance of PWS Section 6.2 task requirements, the candidate is responsible for: * Providing dedicated Tier II IT support to Level II Gold and Level III Platinum VIP users across NIPRNet and higher classification networks, maintaining single ownership from cradle-to-grave for each incident and service request. * Conducting daily Level III Platinum VIP wellness visits between 6:30 AM and 10:00 AM to receive current issues impacting the customer. * Responding to and resolving VIP incidents and service requests, prioritizing VIP tickets above all other workload; documenting all incidents promptly and accurately in ServiceNow. * Installing, configuring, re-imaging, and maintaining VIP desktop and notebook systems; performing software updates and vulnerability remediation as mandated. * Troubleshooting network issues with Fluke and whitelisting MAC addresses to add correct VLAN. * Serving as a Trusted Agent to support CAC PIN Resets, SIPRNet token PIN resets, new SIPRNet token requests and replacements. * Provisioning, testing, and maintaining classified and unclassified mobility equipment including DMUC, DMCC-S, DMCC-TS, and WINDAR-S devices for VIP users, maintaining ready bench stock for rapid replacement. * Providing support answering VIP calls in the Interactive Client software and responding to customer requests in the VIP team mailbox. * Providing after-hours on-call support for VIP customers on a rotational basis for one-week increments. * Supporting Home Kit installations and on-site troubleshooting at approximately 75 VIP residences throughout the NCR, on-base residences (Ft. Myer, McNair, Joint Base Anacostia Bolling), and Home SCIF facilities, 24×7×365. * Provisioning and testing all IT equipment in support of VIP travel missions, restocking upon return; coordinating with SECDEF Communications and Chairman Communications.