VIP Support Technician
The VIP Support Technician provides high‑level, hands‑on technical support to senior executives and other VIP users within the National Institutes of Health (NIH). This role is responsible for troubleshooting a wide range of hardware, software, and network issues while ensuring the secure, reliable, and efficient operation of all VIP computing environments. The technician works closely with IT teams to deploy modern technology solutions, maintain compliance with security requirements, and deliver exceptional support in a fast‑paced, high‑visibility environment.
Key Responsibilities
• Provide dedicated, priority IT support to NIH VIP and executive staff
• Troubleshoot and resolve complex issues involving hardware, software, peripherals, accessories, and mobile devices
• Maintain, support, and troubleshoot VIP laptops, desktops, tablets, mobile devices, and peripherals
• Support endpoint environments across Windows 11, Apple macOS, and Linux/UNIX operating systems
• Support iOS and Android mobile platforms, including enterprise‑managed tablets and smartphones
• Coordinate with internal IT teams to address complex issues and deploy technical solutions efficiently
• Improve computing efficiency through process optimization, automation, and proactive technical solutions
• Ensure full compliance with IT security protocols, including manual patching, updates, and antivirus maintenance
• Communicate technical concepts clearly to both technical and non‑technical audiences at all organizational levels
• Make rapid, sound decisions and resolve complex technical problems in high‑pressure or time‑sensitive situations
• Manage mobile devices using enterprise Mobile Device Management (MDM) platforms
• Utilize enterprise tools to manage security, patches, configurations, deployments, and endpoint protection
• Provide full endpoint support, including: Desktop and laptop systems running Windows 11, Apple macOS, and Linux/UNIX, tablets, cell phones, and mobile devices using iOS and Android
• Ensure efficient, secure, and responsive service delivery by using tools such as Trellix ePO , BigFix, JAMF, Ivanti MobileIron, Spok Suite, Microsoft Intune, Microsoft Defender for Endpoint (MDE) and Microsoft Defender Antivirus (MDAV)
Required Qualifications
• 5 years of experience providing technical support to high‑level executives or VIP users, including troubleshooting hardware, software, and network issues
• Experience managing and administering Windows and Mac systems, including workstations and mobile devices
• Experience supporting Linux/UNIX environments
• Experience complying with security standards, including manual patching, updates, and antivirus management
• Ability to understand and clearly articulate technical vision to both technical and non‑technical audiences
• Proven ability to independently make rapid, effective decisions and resolve complex technical problems in high‑pressure environments
• Experience managing mobile devices using MDM platforms such as JAMF, BigFix, or Intune
Security Clearance
• Ability to obtain and maintain an NIH Public Trust clearance
Location
Bethesda, MD (onsite with potential hybrid schedule)
GDIT IS YOUR PLACE:
VIP Team Member • Bethesda, Maryland, United States of America
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