Onsite VIP Support Team Member

Title: Onsite VIP Support Team Member
Location: Washington, DC (onsite)
Duration: Ongoing contract
Clearance Required: Minimum of a DOD Secret clearance
Employment Type: Full-time

Position Overview

The Onsite VIP Support Team Member provides high-quality, hands-on technical support to senior leaders, executives, and other high-visibility users within the organization. This position serves as a trusted technical resource for VIP users and is responsible for providing responsive, professional, and discreet support in fast-paced environments where service continuity and customer experience are critical.

The ideal candidate will possess strong hands-on technical troubleshooting skills, excellent customer service abilities, and the communication skills necessary to clearly explain technical issues and solutions to senior leadership, both verbally and in writing. The position requires a proactive, detail-oriented professional who can manage competing priorities, respond effectively to urgent requests, and maintain a high level of professionalism during high-visibility events and engagements.

The position will also provide technical support for VIP meetings and events, including the setup, operation, and management of Zoom meetings and conferences. In addition, the position will support asset management activities involving government-furnished equipment (GFE), ensuring equipment is properly configured, tracked, maintained, and available when needed.

Essential Responsibilities

1. VIP User Support

• Provide dedicated onsite technical support to senior leaders, executives, and other VIP users.

• Respond promptly to inquiries and requests involving computer hardware, software, peripherals, network connectivity, and related IT services.

• Provide support in person, by telephone, or through remote-access technologies when appropriate.

• Troubleshoot and resolve technical issues while minimizing disruption to VIP users.

• Guide users through basic troubleshooting and provide clear, easy-to-understand technical instructions.

• Maintain a professional, courteous, and service-oriented approach during all user interactions.

• Provide support during high-visibility meetings, executive engagements, and special events.

2. Technical Troubleshooting and Issue Resolution

• Diagnose hardware, software, connectivity, and system issues by identifying root causes and implementing appropriate solutions.

• Resolve incidents efficiently while maintaining appropriate documentation of troubleshooting activities and resolutions.

• Escalate complex or unresolved issues to appropriate Tier 2/Tier 3 support teams or specialized technical personnel.

• Coordinate with other IT support teams to ensure timely resolution of incidents.

• Follow up with VIP users to confirm that issues have been fully resolved and that the user is satisfied with the outcome.

• Identify recurring technical issues and recommend corrective actions to reduce future service interruptions.

3. Zoom Meeting and Conference Support

• Set up, operate, and manage Zoom meetings and conferences for VIP users and senior leadership.

• Configure meeting technology, including laptops, displays, cameras, microphones, speakers, and other required peripherals.

• Perform pre-event technical checks and connectivity testing.

• Provide live technical support during meetings, conferences, and high-visibility events.

• Monitor audio, video, connectivity, screen sharing, recording, and other meeting functions during live events.

• Troubleshoot and resolve technical issues quickly and discreetly during meetings.

• Coordinate with meeting participants, event organizers, and other technical stakeholders to ensure successful event execution.

• Support hybrid and virtual meeting requirements and coordinate with appropriate technical teams when additional resources are required.

4. Documentation and Knowledge Management

• Maintain accurate records of support requests, troubleshooting actions, and resolutions through established reporting processes, including End-of-Day (EOD) reporting.

• Document recurring issues and develop knowledge articles, troubleshooting guides, and self-help resources.

• Develop weekly training materials, Standard Operating Procedures (SOPs), templates, job aids, and other resources to improve team effectiveness.

• Ensure technical documentation is accurate, current, and accessible to appropriate team members.

• Contribute lessons learned and best practices to the team's knowledge base.

5. Asset and Government-Furnished Equipment Management

• Support the management and accountability of government-furnished equipment (GFE) used for VIP events and daily operations.

• Coordinate the preparation, configuration, deployment, recovery, and storage of devices and peripherals used by VIPs.

• Maintain accurate inventory and equipment records.

• Ensure equipment is properly assigned, tracked, maintained, and available for scheduled events and user requirements.

• Coordinate device setup and configuration prior to VIP engagements.

• Report lost, damaged, malfunctioning, or otherwise unserviceable equipment through established procedures.

• Support compliance with Department policies and procedures governing government-furnished equipment and IT assets.

• Coordinate with asset management and technical teams regarding equipment changes, replacements, transfers, and other requirements.

6. System Maintenance and Change Coordination

• Perform routine checks and maintenance on laptops, workstations, peripherals, and other assigned IT equipment.

• Ensure supported devices remain operational, secure, and compliant with applicable organizational requirements.

• Monitor and communicate software and hardware change requests to the appropriate team members.

• Coordinate with technical teams regarding device updates, configurations, patches, replacements, and upgrades.

• Maintain awareness of changes that may affect VIP users or scheduled events.

7. Training and Team Development

• Provide training to team members and users on the proper use of hardware, software, collaboration tools, and other IT resources.

• Conduct workshops, demonstrations, and knowledge-sharing sessions to improve team proficiency.

• Develop training materials designed to reduce recurring issues and delays in service.

• Share troubleshooting techniques, lessons learned, and best practices with other support personnel.

• Assist in onboarding and mentoring new team members as assigned.

8. Collaboration and Cross-Team Coordination

• Work closely with Tier 1, Tier 2, Tier 3, infrastructure, security, applications, and other technical support teams.

• Coordinate with stakeholders across HR, Executive/Executive Secretariat (EX/SOD), and HR/OTA support environments as required.

• Participate in team meetings to discuss ongoing projects, challenges, service issues, and process improvements.

• Maintain effective working relationships across technical and program teams.

• Communicate technical requirements and issues clearly to both technical and non-technical stakeholders.

9. Performance Monitoring and Process Improvement

• Track and analyze help desk and VIP support metrics to identify trends, recurring issues, and opportunities for improvement.

• Monitor service performance and identify potential service gaps before they affect VIP users or scheduled events.

• Recommend and implement process improvements that increase the efficiency, responsiveness, and effectiveness of VIP support.

• Contribute to continuous improvement initiatives and the development of standardized support processes.

• Identify opportunities to improve asset management, event preparation, technical documentation, and user support workflows.

Essential Expectations

• Professionalism: Maintain a consistently high level of professionalism, discretion, and customer service when interacting with VIP users, senior leadership, stakeholders, and team members.

• Timeliness: Respond to support requests promptly and efficiently, with the ability to prioritize urgent and high-visibility requirements.

• Communication: Communicate clearly and effectively, both verbally and in writing, including the ability to explain technical issues and recommended solutions to senior leadership.

• Customer Focus: Maintain a strong customer-service orientation and strive to meet or exceed user expectations.

• Technical Expertise: Demonstrate strong hands-on troubleshooting skills across common hardware, software, connectivity, collaboration, and endpoint technologies.

• Event Readiness: Be prepared to provide onsite technical support for VIP meetings, conferences, and other high-visibility events.

• Attention to Detail: Maintain accurate documentation, equipment records, meeting configurations, and support reports.

• Teamwork: Work effectively across multiple technical and program teams to resolve issues and improve service delivery.

• Continuous Learning: Stay current with relevant technology trends, tools, security requirements, and IT service management best practices.

• Adaptability: Effectively manage multiple priorities and changing requirements in a fast-paced support environment.

Required Qualifications

• Demonstrated experience providing hands-on IT support in a customer-facing or enterprise help desk environment.

• Strong troubleshooting skills involving computer hardware, software, peripherals, network connectivity, and endpoint technologies.

• Demonstrated experience supporting senior executives, VIPs, or other high-visibility users is strongly preferred.

• Demonstrated experience setting up and supporting Zoom meetings, conferences, and virtual or hybrid events.

• Ability to troubleshoot technical issues in real time during live meetings and events.

• Strong written and verbal communication skills.

• Ability to explain technical concepts and solutions clearly to technical and non-technical audiences.

• Experience documenting incidents, troubleshooting activities, and resolutions.

• Experience creating SOPs, job aids, training materials, templates, or knowledge-base content.

• Strong organizational and multitasking skills.

• Ability to work independently while also collaborating effectively with a broader IT support team.

• Experience with IT asset management and government-furnished equipment is preferred.

• Ability to maintain accurate equipment and inventory records.

• Ability to handle sensitive VIP support requirements with professionalism, discretion, and attention to detail.