Desktop Support Technician

Executive / VIP Desktop Support Technician

We are seeking an experienced Executive / VIP Desktop Support Technician to provide high-level technical and process support in a fast-paced, executive environment. This role focuses on delivering responsive, white-glove IT support to senior leaders, political appointees, and administrative staff. The position requires strong technical proficiency, executive presence, and the ability to communicate effectively.

Location: Onsite in Washington DC

Pay: $48 - $52 an hour / W2

This is a contract-to-hire opportunity. Applicants must be willing and able to work on a W2 basis and convert to FTE following contract duration. For our W2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Responsibilities

• Provide day-to-day desktop support for executives, including troubleshooting hardware, software, mobile devices (iPhones, iPads, laptops), and telecommunication issues.
• Perform imaging, deployment, and configuration of new machines in a Windows environment.
• Troubleshoot Windows 10, Office 365, VPN, Active Directory, and wireless connectivity issues.
• Support VIP needs such as conference room technology, VTC setups, and smart card/PIV card access.
• Deliver both in-person and remote support using platforms such as Bomgar and ServiceNow.
• Create, update, and manage tickets in ServiceNow, ensuring timely resolution and accurate documentation.
• Provide training to end-users on applications and system functionality when needed.
• Collaborate with internal teams to escalate and resolve complex IT issues.
• Participate in on-call rotation for after-hours, nights, and weekend support as required.

Shift Information

Candidates must be flexible to work rotating shifts and participate in the on-call rotation schedule.

• 7:00 AM 4:00 PM
• 8:00 AM 5:00 PM
• 9:00 AM 6:00 PM
• 10:00 AM 7:00 PM

Experience Requirements

• Minimum 3 years of hands-on desktop support experience in a fast-paced environment.
• Strong troubleshooting skills with Microsoft Windows 10, Office 365, and Active Directory.
• Experience supporting VIP/executive-level staff with high customer service standards.
• Knowledge of imaging and deployment tools, machine setup, and software installation.
• Familiarity with smart cards/PIV cards and thin client environments.
• Experience with ServiceNow (Asset and Incident Modules preferred).
• Proficiency in remote support tools (e.g., Bomgar).
• Working knowledge of conference room setups, VTC systems, and wireless/mobile troubleshooting.
• Preferred: MacOS troubleshooting (MacBook Pro/iOS), outage awareness/management, and experience with ITIL processes.

Education Requirements

• High School Diploma and 3 years of desktop support experience required.
• In lieu of a diploma, 4 additional years of related desktop support experience may be accepted.