• VIP Support Specialist

    Job ID 2018-2779
    Job Locations
    US-VA-Arlington | US-VA-Hampton | US-VA-Fort Belvoir | US-VA-Arlington | US-VA-Alexandria
    IT: Administrator / Analyst / Architect / Engineer
    Regular Full-Time
  • Responsibilities

    NCI: As a VIP Support Specialist, is responsible for ensuring an outstanding level of customer service by providing direct VIP Tier I and Tier II Customer Service Center support to the 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:

    • Face-to-face VIP end-user technical support 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 least seven (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, etc.


    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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