Executive Support Platinum Lead
Company: CareerArc
Location: Washington
Posted on: March 1, 2025
Job Description:
DescriptionWe are currently seeking a motivated, career and
customer service-oriented Executive Support Platinum Lead
Technician to begin an exciting and challenging career with SAIC.
This position is 100% onsite in D.C.The Platinum Lead Technician
will be responsible for a team of Executive Support Technicians
requiring the highest level of customer service and technical
proficiency to more than 200 executives. The Platinum Lead
Technician will be responsible for delivering professional, high
quality services directly to the customer, providing both remote
and in-person support. The candidate must have strong communication
skills and be capable of reporting to all levels of Executive
Staff, Service Desk Management and attend high level meetings to
present information when required.Primary Responsibilities
Include:
- Provide technical support to Executive Support Technicians who
are diagnosing, troubleshooting, and supporting senior
executives.
- Coordinate customer and support issues to ensure timely
distribution of knowledge and productivity and positive impact on
customer satisfaction.
- Acquire and maintain knowledge of relevant product offering,
current support policies, and methods of support delivery, in order
to provide technically accurate solutions to customers.
- Work with other IT groups to rollout hardware and software
upgrades, implement new equipment and services, and assist with new
product testing and special projects.
- Provide accurate and timely communication and reporting to
assist in the execution of IT initiatives which may impact
Executive staff.
- Timely follow up with customers to ensure problems are resolved
successfully and satisfactorily.
- Strong ability to provide creative solutions to customer
problems.
- Demonstrate skills to bridge technical problems which cross
functions, such as understanding cause and effect and root cause
relationships for complex IT problems.
- Provide IT training to customers to ensure successful use of IT
equipment.
- Document and revise all resolutions to be updated in IT
knowledge base.
- Be able to manage projects and heavy caseload while responding
to customers request in a high priority fashion.
- Follow corporate and Federal IT Security Policies.
- Home support including troubleshooting of Software Applications
and the Operating System Software, Equipment diagnostics, problem
isolation and repair including warranty work (Minimum).
- Previous experience working in a classified environment.
- Work a flexible schedule and provide after-hours support on an
on call basis (7x24 support - Rotational).QualificationsRequired
Skills and Qualifications:
- Bachelor's degree and a minimum of 10 +years of combined
supervisory and support experience, or equivalent education and
experience.
- Ability to obtain a DOE Q security clearance. Current Top
Secret a plus.
- U.S. citizenship is required.
- Experience managing teams and distributing workload in support
of Senior and C-Level Executives, preferably within the Federal
Government.
- In-depth Desktop Support (Preferably on a Federal
Contract).
- Significant Experience supporting Windows 10, O365 products,
Active Directory and MDM solutions.
- Experience installing and troubleshooting Apple products
ranging from MAC OS X, iPhones, iPads, and hardware.
- Previous experience using ITSM tools for ticket tracking.
- Ability to travel up to 10%.
- Ability to share On-Call Rotations.Desired Skills:
- Bachelor's degree in Information Technology or related
field.
- IT certification(s): A+, Net+, MCP, MCDST, MCSA, and/or MCSE,
ITIL, HDI
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Keywords: CareerArc, Washington DC , Executive Support Platinum Lead, Other , Washington, DC
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