• Senior VIP Support Specialist

    Job ID 2018-2778
    Job Locations
    IT: Administrator / Analyst / Architect / Engineer
    Regular Full-Time
  • Responsibilities

    NCI: As a VIP Support Specialist, you will be responsible for ensuring an outstanding level of customer service by providing direct VIP Tier I and Tier II Customer Service Center support to the  Joint Service Provider (JSP) VIP user community. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments. 



    Highlights of Responsibilities:

    • Providing face-to-face technical support to VIP end-users for desktop/laptop computers and mobile devices
    • Providing IT customer technical support on Microsoft operating systems and network services.
    • Configuring Microsoft Office user settings, as required
    • Overseeing JSP Move, Add, Change (MAC) VIP requests
    • Acting as a liaison between end-users and JSP support.
    • Management of JSP VIP assets, peripherals and user accounts
    • Installing and configuring software included in the JSP Core Build, as well as software not included in the JSP Core Build
    • Tracking, diagnosing, and coordinating help desk support for, and assisting in resolution of, JSP user technical problems
    • Providing configuration management support for mobile devices



    • Clearance (required at performance start date): active Top Secret with SCI eligibility
    • Bachelor's degree with at five (5) to severn (7) years of relevant experience
    • At least four (4) years of team leadership experience in a Help Desk/Service Desk environment
    • Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, SSCP, GICSP, or higher


    Preferred Education and Experience:

    • HDI Desktop Support Technician
    • ITIL Foundation Certification
    • Familiar with Joint Service Provider (JSP) Pentagon JSP VIP workstation environment and processes
    • Working knowledge of Microsoft Products.
    • Strong problem solving, priority setting, and collaboration skills
    • Ability to communicate and explain issues to other teams
    • Proficient in resolving Microsoft Office issues, DoD Information Assurance and Computer Network Defense policies and directives, and/or DISA Common Operating Environment


    Physical Requirements:


    This position requires the ability to perform the below essential functions:

    • Sitting for long periods


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