Executive VIP Support Specialist

Totally Joined for Achieving Collaborative Techniques (TJFACT) is a minority-owned, Service-Disabled Veteran-Owned Small Business (SDVOSB) delivering mission-focused professional services and technology solutions to the U.S. Government. Our teams support critical federal missions through collaboration, innovation, and operational excellence while building lasting partnerships with our customers, employees, and industry partners.

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.

• →The Executive Support remote calendar will be provided via 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 onsite 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 adjust service to make sure that escalated issues are dealt with in an efficient and timely manner.
• →HQ Executive VIP Support team needs to interact with points of contact of other IT departments and act as the single point of contact when communicating back to VIP customer.
• →Provide audio visual services to support to meeting, townhall and conference.

Required Qualifications

• →Demonstrated experience providing technical end-user support in an Executive/VIP support environment, including both onsite and remote support.
• →Ability to provide high-touch, responsive customer service to Executive and VIP customers, serving as a direct point of contact for IT issues and requests.
• →Experience supporting and troubleshooting IT incidents and service requests, including proper documentation, categorization, resolution, and closure within a ticketing system such as ServiceNow.
• →Ability to operate within established incident management processes, procedures, work instructions, policies, and documentation requirements.
• →Demonstrated ability to prioritize and respond to time-sensitive Executive/VIP support requests, including acknowledgment of customer requests and communication of estimated response times.
• →Experience coordinating with Service Desk personnel, IT support teams, and other technical points of contact to resolve escalated or cross-functional IT issues.
• →Ability to provide audio/visual and virtual meeting support for executive meetings, town halls, conferences, and similar events.
• →Strong written and verbal communication skills with the ability to provide clear, professional, and discreet communication with senior-level customers and stakeholders.
• →Ability to manage multiple competing support requests while maintaining continuity of service and ownership of assigned incidents through resolution.
• →Ability to maintain required availability during scheduled Executive/VIP support coverage and respond appropriately when additional technical support or escalation is required.
• →Ability to understand and consistently follow all established Executive/VIP support processes, procedures, policies, documentation standards, and required tools.