Executive IT Technician: VIP Support Specialist

Job Description

Job Description

Evolver is an information technology, cybersecurity, and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated technology capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments.

Evolver is seeking an Executive IT Technician: VIP Support Specialist to join our dynamic team, providing premier IT support services at the US Department of Agriculture in Washington, D.C. This role is ideally suited for a U.S. Citizen who is fully prepared to undergo and clear a comprehensive Government Background/Badging Investigation. The chosen candidate will become an integral part of our high-profile support team, delivering unparalleled technical assistance, and ensuring operational excellence for the executive customers.

Responsibilities:

• Premiere IT Support: Deliver outstanding Tier II IT support to identified USDA CEC VIP users, ensuring adherence to service level agreements (SLAs).
• Efficient Problem Resolution: Quickly and professionally address and resolve issues involving PCs, printers, mobile devices, and network clients for VIP customers, maintaining strict compliance with SLAs.
• Maintenance and Technical Setup: Conduct routine and preventative maintenance on all PCs and related equipment, manage virus/security patches and updates, and oversee the installation and setup of PCs, printers, scanners, and related peripherals.
• Software and Security Oversight: Install and maintain client machine software in a timely and efficient manner, addressing and resolving any workstation/laptop security concerns.
• Detailed Reporting and Documentation: Utilize Remedy, or similar problem management ticketing software, to log and track inquiries, maintain detailed history records, and provide comprehensive updates on unresolved support tickets.
• Customer Engagement and Support: Maintain direct and effective communication with Executives, offering professional customer service and collaborating closely with System Engineers to troubleshoot and resolve issues. Ensure timely updates are communicated to customers regarding the status of their support tickets.
• Collaboration and Communication: Forge strong, supportive relationships with end-users through proactive and positive engagement, while effectively working within a team to achieve common goals.

Basic Qualifications:

• Professional Experience: A minimum of 3 years' experience in workstation and laptop support, including proficiency with Office 365 and a solid background in supporting MS Outlook, SharePoint, OneDrive/OneNote.
• Technical Expertise: Demonstrated ability in managing and deploying workstation/laptop refreshes and patch management, with at least 5 years of experience.
• Security and Compliance: Must be a US Citizen, capable of passing a stringent Government Background/Badging Investigation.

• Commitment: Willingness to work on-site in Washington, DC on a daily basis, with occasional travel required to other offices in Maryland, adhering to CDC-approved COVID-19 guidelines.

Preferred Qualifications:

• Advanced Technical Skills: Over 5 years of experience in workstation and laptop support, with 7+ years in managing/deploying workstation/laptop refreshes and patch management.
• Executive Support Experience: At least 4 years of preferred experience in providing support to C-Level executives, showcasing the ability to effectively communicate and interact with all levels of Executive Management.
• Specialized Skills: Strong familiarity with desktop security products, and proficient in supporting MS Teams, VTC. Exceptional skills in documentation, communication, diagnosis, and troubleshooting are crucial.

Additional Considerations:

• Key Performance Indicators: Success in this role will be measured by the ability to meet SLAs, efficiency in resolving IT issues, excellence in customer service, and effective communication and documentation.
• Personal Attributes: Attention to detail, strong team player, positive attitude, ability to multitask and work independently with minimal supervision, adherence to a professional dress code, and completion of all required training by specified deadlines.

Evolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.