Executive VIP Technician

Arlington, VA, United States of America
Nov 23, 2022
Dec 23, 2022
Full Time
Executive VIP Technician
Job Profile:
Field Service T3

JR Type:
Job Category:
Engineering and Technical Support
Minimum Clearance Required to Start:
Percentage of Travel Required:
Type of Travel:
Program/Opportunity Name:
Program | DHS DeskTop
Referral Bonus Plan:

Job Description:

What You'll Get to Do:

The Executive VIP Technician provides unclassified IT support to senior executive leaders to DHS. The candidate is responsible for delivering professional, high quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. Executive VIP Technicians will be responsible for supporting and troubleshooting a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements based on user classifications (Standard, VIP, EVIP). EVIP/VIP Technicians will provide the highest level of customer service and maintain high technical proficiency of desktop and mobile device issues.

More About the Role:
  • Provides technical support for end user hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies
  • Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities
  • Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date
  • Reviews pending tickets daily, updating work details according to DSS ticket management procedures
  • Investigates and resolves all connectivity issues related to end-user IT equipment
  • Actively participates in site specific project planning, providing detailed requirements for facility IT equipment IMACs
  • Escorts general contractors and other contractors as requested
  • Responsible for the on-site coordination of break/fix installations with hardware maintenance providers
  • Executes and maintains IT asset inventory information, completing ad hoc inventories and updating asset lists
  • Recommends customer service and IT process support enhancements, researching and recommending new technologies and procedures

Required Qualifications:
  • Ability to obtain/maintain EOD Suitability Clearance
  • Minimum of 5 years experience providing end user IT support
  • Background in supporting WIN 10 OS, O365 products, active directory and MDM solutions
  • Previous experience using ITSM tools for ticket tracking
  • Self-motivated and proactive - able to work independently and identify opportunities and develop new ideas for efficiencies
  • Able to plan and prioritize workload to ensure objectives and tickets are achieved on time
  • Excellent verbal and written communication skills
  • Strong listening skills
  • Ability to escalate issues appropriately and timely to leadership
  • Possesses good judgement in selecting the proper mode of communication
  • Ability to thrive in a high-paced and at times stressful environment
  • Flexibility to work non-traditional hours, including days, nights, weekends and holidays
  • Ability Deliver consistent and value-added services to the executive team
  • Superior troubleshooting skills with common IT devices (laptop, desktop, tablet) and applications

Preferred Qualifications:
  • Active Top Secret clearance
  • ITIL v4 Foundations
  • HDI Desktop Support Technician

Company Overview:

CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

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