Technical Support Analyst, ITIL & VIP Support
Overview
You will own end-to-end technical support for VIP and executive staff, resolving complex issues without Tier 3 escalation. You will maintain service records, manage access rights, and support collaboration tools across Microsoft Teams, WebEx, and mobile devices. The role sits in the Mission Technology Division, supporting sensitive applications and confidential data. You will also handle physical installations of desktop IT equipment, including cabling and rack-mounted network gear. This position demands an active TS/SCI clearance with polygraph and offers a salary range of $155,000-$170,000.
What You'll Do9
- 1Resolve complex technical issues for VIP and executive staff, owning incidents from intake to resolution without Tier 3 escalation.
- 2Deliver remote and onsite desktop support for Windows 10, Microsoft Office 2016, and multiple browsers, using secure tools.
- 3Maintain service records, ticketing systems, and access administration logs to ensure compliance and accuracy.
- 4Manage access rights and account administration for enterprise applications, databases, and secure systems, including virus scanning and data transfers.
- 5Support collaboration tools and VTC systems such as Microsoft Teams, WebEx, and mobile devices for executive communications.
- 6Install desktop IT equipment, including printers, CAT5 and fiber optic cable, rack-mounted network switches, and workstations.
- 7Handle access requests, virus scanning, and configuration of standalone devices, printers, and peripherals per security protocols.
- 8Provide technical support for sensitive applications, handling confidential data with integrity and discretion.
- 9Travel locally between customer buildings or alternate sites for special projects as needed.
Requirements8
- 1Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
- 2TS/SCI clearance with polygraph.
- 32+ years resolving technical problems via phone or self-service, covering hardware, software, network, and telecommunications systems.
- 4Working knowledge of Windows Active Directory, multiple desktop programs, configuration, and debugging techniques.
- 5Experience supporting Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications.
- 6Familiarity with TCP/IP, general networking issues, virus scanning services (desktop, standalone, and laptop), servers, and printers.
- 7Ability to install endpoints including desktop IT equipment, printers, VOIP and digital phones, and network switches.
- 8Physical ability to remain stationary 50% of the time, lift 50 pounds, and climb a 10-foot ladder while pulling cables.
Salary Insight
$155 - $170k per year
Location
Required Skills
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