System Administrator Senior (VIP Support/Executive Support ) - Temp to Perm

Location: McLean, VA


****This is a temp to perm positions**** The conversion will not be before 6 months.

The Desktop Support/Executive Support position resides within our IT Workplace Service organization. The candidate is an operational SME in maintaining and supporting end user hardware and software, and other IT End User Solutions.  The candidate will perform daily Desktop Support operations, serving as a lead, and will be providing IT support for the Enterprise VIP customers (this includes executive officers in the company such as CIO, CTO, CEO and Board of Directors). In addition, other responsibilities include collaborating with various teams for core and enterprise projects and training other personnel within the organization. In addition, the successful candidate must possesses excellent customer service skills and operating effectively as a customer advocate in the delivery of existing or new Desktop or Mobile Platform services.

Job requires a Bachelor’s degree in Computer Science, Business Information Systems, or a related discipline; or an equivalent combination of education and experience acquired. Understanding ITSM (Service Desk Role, Incident Management, Asset Management and End User Operations) and 7 to 10 years of recent and consistent support to C-level Executives and senior management.

Key responsibilities include:

¿ Troubleshoot Hardware and Software Issues remotely, face to face with Customers at the IT Solution Centers or desk-side visit for our VIP customers
¿ Troubleshoot of Corporate Mobile Devices and BYOD
¿ Enterprise Asset Management
¿ Oversee the resources at the IT Solution Center and be able to take on any role
¿ Respond to How-To requests by customers and technical personnel
¿ Monitor Service Ticket Queues and routes priority Service Tickets accordingly
¿ Review Service Tickets for completeness and accuracy
¿ Understand and communicate impact of new technology to customers
¿ Assist on training for customers and technical staff
¿ Ability to work flexible hours 24/7

¿ Follow Desktop Technology Best Practices and Procedures
¿ Perform PC, Mobile and Software Installations for VIP Customers
¿ Perform PC Break Fix for VIP Customers
¿ Conduct On-Boarding and/or Migration Orientation Sessions for Executives
¿ Support Data Retention Best Practices
¿ Provide input to Best Practices
¿ Test new operational hardware and software

Key skills include:

¿ Operates as a Lead
¿ Communicates to management any possible global technology impacts
¿ Performs all operation without supervision
¿ Ability to guide others in the right direction
¿ Shows ability to work in a Team environment
¿ Demonstrates ability to follow operational procedures 
¿ Plans and executes tasks as scheduled
¿ Possesses excellent Verbal and Written Communication skills
¿ Demonstrates Exceptional Customer Service

¿ Demonstrates mature decision making
¿ Demonstrates Working knowledge of PC Hardware and Software Installation and Configuration Settings
¿ Displays Working Knowledge of Incident Management and Service Ticketing Systems
¿ Displays working knowledge with Software Discovery and Automated Software Installation Tools
¿ Shows Familiarity with Mobile Devices and Tablets
¿ Shows Familiarity Database Management Tools

Working knowledge of the following is required: Windows 7 and 10 Operating System, MAC OS, Office 2016 and 365, PowerShell Scripting, Cloud computing, Active Directory, SCCM, BitLocker; Service Now, Cisco telephony, VDI, MDMs, iPhones/iPads and Androids and other tablets.

Prefer Skills: Service Now, VMware Horizon View client, VPN, WebEx, Cisco Jabber, SharePoint, MS-Access, MS Visio 2016.

Microsoft Certified IT Prof  High 7 - 10 Years

Other Skills:
Below is a list of minimum application / tool requirements for the Senior Executive Support role.
•     Windows and MAC OS working knowledge
•     Knowledge of Active Directory and Group policy
•    VPN technologies, configuration and troubleshooting
•    Mobile Device Management Admin knowledge (BES12, Air Watch)
•    Mobile Device Support
•    Network Infrastructure LAN\WAN and wireless networks
•    Familiarity with Firewall Rules
•     VDI solution 
•     Advanced knowledge of Office 365
        o     Email Applications (Outlook and Exchange)
        o    MS Office suite of applications
•     Messaging Applications 
•     Office 365 Administrator console
•     Voice technologies (hard or soft phones and associated peripherals)
•     Video conferencing solutions and associated configurations
•     Collaboration Tools (WebEx, Jabber)
•     SCCM, admin knowledge preferable 
•     Two factor authentication (RSA) Admin knowledge
•     PowerShell scripting or other scripting languages
•     IT Best Practices in ITSM
•     ServiceNow