VIP Helpdesk Support Technician

ID
2025-23456
Category
Information Technology
Location : Location
US-DC-Washington
Min
USD $60,000.00/Yr.
Max
USD $75,000.00/Yr.
Minimum Clearance Required
Secret
Travel Requirement
N/A

Overview

VIP HELPDESK SUPPORT TECHNICIAN (DOS): 

 

Bowhead seeks a VIP Helpdesk Team Lead to support our Department of State contract in Washington, D.C..The VIP Help Desk Support Technician will provide specialized technical support and service to high-level executives, VIPs and other DoS staff, ensuring their needs are met with efficiency and discretion.

Responsibilities

  • Provide support to DoS customers via Deskside, email, phone and Teams (including VIP customers).
  • Possess technical and troubleshooting skills.
  • Support entails hardware, software, peripheral, conference room set-up, inventory, etc.
  • Assist with the issuance and collection of property, assist with office moves and other tasks.
  • Use GTM Next to track customer issues, requests, resolution, and ticket status.
  • Provide onsite support for town-hall meetings, virtual meetings and special events as requested.
  • Submit daily End of Day/Project & Deliverable spreadsheets and Weekly Status Reports in the absence of the Team Lead.
  • Review and adhere to all Standard Operating Procedures (SOP), Work Instructions and Job Aides for the team.
  • Participate in the Weekly Document Review sessions for knowledge transfer/training purposes.
  • Possess effective communication skills (both verbal and written) with co-workers, management, and the DoS customer

Qualifications

  • Minimum educational requirement is a High School/GED.
  • Minimum of three (3) years of overall IT experience and at least two (2) years’ experience supporting all phases of desktop support to include software and hardware.
  • ServiceNow expereince highly desired
  • Intermediate to advanced level skills in Microsoft Office software suite - Word, Excel, Outlook, PowerPoint
  • Ability to communicate effectively with all levels of employees and outside contacts
  • Strong interpersonal skills and good judgment with the ability to work alone or as part of a team
  • Technician is required to be onsite 5 days a week.
  • Ability to provide workarounds as needed to avoid service disruption.

Physical Demands:

  • Must be able to lift up to 10 to 20 pounds 
  • Must be able to stand and walk for prolonged amounts of time
  • Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS: Must currently hold a security clearance at the Secret level.  US Citizenship is a requirement for Secret clearance at this location.

 

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