Sr. IT Support Specialist

Job Description:Job Title: Executive IT SupportLocation: Onsite - Washington, DCDuration: Fulltime Job Summary: This position is located in Washington, DC. We are looking for an Executive / VIP Desktop Support Technician to provide day-to-day process and technical support to Political Appointees, Senior Executives, and their Administrative Assistants. This role requires a very high level of technical proficiency and requires an individual with executive presence and strong communication skills. The team member must quickly and effectively diagnose and resolve issues related to PCs/ Laptops, mobile devices (iPhones, iPads, 2-in-1 laptops), software application, telecommunication issues and local network issues. The team member will perform general IT maintenance tasks and resolve moderate complex problems immediately; if needed, more complex IT issues will be escalated to a higher level of support. As needed, the team member will also recommend hardware and software solutions, including new product acquisitions and upgrades. He/she may conduct training programs designed to educate organization's computer users about basic and specialized applications. The work is performed in a Microsoft Windows environment. The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organizational skills, scheduling, and the ability to coordinate with different teams for a solution. Strong skills with imaging machines and troubleshooting during the image process are a plus. Top Qualifications, Skills, Experience or Certifications: Customer service and communication skillsTroubleshooting Microsoft Windows 10 (mid-level)Installation and configuration of new machines in a Windows environment (mid-level)Smart cards / PIV cards (general knowledge)Experience with Office 365, VPN, Active DirectoryProvide Remote Tool Support Conference Room / VTC SetupsWireless Troubleshooting/iPhones and iPads Job Role Specific Requirements:Core responsibilities and duties; highlight day-to-day activities:The support will range from simple to complex system issues and may include VIP support requirements.The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organizational skills, scheduling, and the ability to document processes. Strong skills with imaging machines and troubleshooting during the image process are a plus. Role and Responsibilities  The team member will perform the following:Customer service and interactionAdvanced troubleshooting and resolutionCreate, update, and resolve documentation related to support tickets in the ServiceNow ticketing systemImaging new machinesDeployment of new machinesNew software installation Qualifications and Education RequirementsMust possess a High School Diploma and 3 years of desk side support experience.  Diploma may be substituted with 4 additional years of related experience. Skills Preferred:Familiarity with Service NowAbility to work in a fast-paced environmentServiceNow Asset and Incident Module (user-based knowledge)Bomgar MAC Troubleshooting Some experience with troubleshooting and resolving MacBook Pro IOS issues.Experience with ServiceNow ticketing system.Outage Awareness/Management experience Additional NotesSuccessful candidate will be in an ON-CALL Rotation for nights and weekends. Must be flexible to work rotating shifts, see the shift times below:7 AM – 4 PM8 AM - 5 PM9 AM - 6 PM10 PM - 7 PM Must be able to pass a Public Trust