Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA A+, Customer Support/Service, Defense Information Systems Agency (DISA), Desktop PC, Help Desk, ITIL (IT Infrastructure Library), Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Interpersonal Skills, Laptop PC, Leadership, Maintain Compliance, Military, Mobile Devices, Operational Strategy, Secret Clearance, Security Compliance, ServiceNow, Technical Support, Time Management, United States Department of Defense (DoD)
Brief Overview of Position:
Strategic Operations Solutions, Inc. (STOPSO) is seeking a candidate for the role of Helpdesk III/VIP Support Specialist serving a military customer.
The Helpdesk III/VIP Support Specialist provides dedicated desktop, laptop, and mobile device support to VIP users (GS-15/O6 and above). They perform daily wellness checks for senior leadership (SES/GO) to ensure optimal functionality of their technology. The Helpdesk III/VIP Support Specialist responds to VIP support requests within 1 hour and ensure timely resolution. They track all VIP support requests within ServiceNow and create tickets as necessary. They provide tailored IT configurations and training sessions for VIP users based on their specific roles and preferences and establish/maintain a dedicated VIP support line, including phone, email, and chat channels. The Helpdesk III/VIP Support Specialist coordinates with DISA AND/OR ARMY for escalated issues and ensure compliance with security policies.
Required Qualifications:
- Bachelor's degree in Information Technology or related field
- Alternatively, 5 years of relevant work experience in VIP-level IT support may be substituted for a degree
- Relevant certifications such as CompTIA A+, ITIL Foundation, or equivalent.
- SECRET Clearance
Required Experience:
- At least 3 years of experience in VIP-level IT support and troubleshooting.
- Strong interpersonal and communication skills to interact effectively with senior leadership.
- Proficiency in ServiceNow ticketing and reporting tools.
- Familiarity with Army and DoD IT systems, including classified and unclassified networks.
We are an equal opportunity employer and do not discriminate based on protected characteristics.
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Strategic Operational Solutions