Executive VIP Support Specialist (Tier 2)
Washington, District of Columbia, United States of America
Full Time
3 weeks ago
Key skills
ServiceNowCommunication
About this role
About Us:
Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority owned, CVE verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S government agencies and organizations.
About this Position:
TJFACT is seeking a well-qualified Executive VIP Support Specialist to join our OCC Team in Washington, DC!
The Specialist provides End User Service (EUS) IT Customer Support, ITCS technicians and HQ Executive VIP Support contractors with the procedures to carry out the responsibilities for providing Executive Support correctly and always in the same manner.
Duties and Responsibilities:
- The Executive Support remote calendar will be provided via to the Comptroller’s front office administrative staff prior to the 1st of every month.
- If a non‐VIP customer walks‐up for support, the VIP Technician is responsible for telling the non‐VIP customer that they must call or email the Service Desk for support.
- The On‐site Support Technician is responsible for morning and afternoon check‐ins with the Comptroller’s front office admins.
- Monitor the shared Comptroller’s front office suite Virtual Meeting calendar and provide IT support 15 to 30 minutes prior to the meeting date and time.
- Provide VIP customers a personalized service that offers them a direct line or single point of contact for quick response to any IT issue or request.
- Provide technical on‐site and remote support to all VIP customers and ensure that their needs and expectations are met.
- Deliver overall VIP customer experience to the highest standards and adjusting service to make sure that escalated issues are dealt with in an efficiently and timely manner.
- HQ Executive VIP Support team needs to interact with point of contacts of other IT departments and acts as the single point of contact when communicating back to VIP customer.
- Provide audio visual services support to meeting, townhall and conference.
Minimum Required Skills:
- HQ Executive VIP Support team will communicate through the IT Executive Support distribution list to avoid duplicate support. Technicians will be responsible for acknowledging the customer’s request and providing their ETA for support to the customer. It is the technician’s responsibility to remove the customer from the email thread for any additional internal communication between the Executive/VIP team.
- HQ Executive VIP Support will respond to the email sent to the IT Executive distribution list within 15 minutes of email arrival.
- The Service Desk is responsible for creating and assigning tickets to the ITCS HQ queue for requests emailed to the IT Executive Support distribution list during regular business hours. Service Desk is expected to assist VIP customers during after hours, weekend and holiday.
- HQ ITCS queue manager will be responsible for assigning tickets to the appropriate Executive/VIP technician after the tickets have been created and assigned to the ITCS HQ queue by the Service Desk. A ticket should not be reassigned if the Executive/VIP technician is unable to resolve the ticket within the same day it was assigned. Unless the Executive/VIP technician will be out of the office, the original Executive/VIP technician assigned is responsible for working and closing all tickets assigned to them.
- If the On‐site Support technician is with a VIP customer or EC member, and the Comptroller’s front office requires assistance during the same time, the on‐site support technician should use the IT Executive Support distribution list or Mobile Device to email or call an additional member of the Executive/VIP team to support the VIP customer.
- HQ Executive VIP Support team must have their mobile devices on at all times during the days scheduled to support the VIP customers.
- HQ Executive VIP Support Team must follow the incident management process when servicing all Executives and VIPs without tickets by ensuring all incidents are logged and categorized appropriately, and document in the ServiceNow ticket the incident response, initial diagnosis, resolution, and incident closure.
- The Comptroller’s front office will take precedence over any other VIP’s request. The Comptroller’s front office and EC members are the only members that will receive support via a walk‐up request.
- The HQ Executive VIP Support team must understand the process, procedures, work instructions, policies, required documentation and tools to support the VIP.
Benefits:
- Medical, Vision and Dental Insurance
- 401-K plus match
- Paid Vacation Days
- Paid Holidays
- Short-Term and Long-Term Disability
- Voluntary Term Life
TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.