Job Type
Full-time
Description
The Dedicated Executive Support Specialist provides expert, high-touch IT field support directly to Senior Leadership, General Officers, Executive Directors, and Senior Staff within the Command Section. Sitting embedded within the executive suite, this role demands technical expertise, continuous responsiveness, self-direction, and an exceptionally high level of professional demeanor and discretion. You will independently manage, install, update, and troubleshoot hardware, software, and mobile devices to ensure uninterrupted technical business operations for executive decision-makers.
Requirements
Key Responsibilities - Direct Executive Support: Serve as the embedded Tier 1/Tier 2 technical lead for executive leadership and senior staff, providing immediate hands-on troubleshooting, configuration, and IT issue resolution.
- End-User Hardware & Software Management: Proactively manage, provision, deploy, and maintain executive IT assets-including laptops, desktops, tablets, monitors, printers, projectors, and smartphones (iOS/Android)-ensuring seamless network connectivity, access to shared resources, and system security.
- Pre-Travel & Executive Readiness: Prepare and rigorously verify the proper working condition of all executive laptops, mobile devices, peripherals, and remote access systems prior to senior leadership travel.
- Software & Business Applications Support: Resolve complex user and software issues across modern productivity suites (Microsoft 365, SharePoint, Teams, Outlook, Windows 11, iOS) as well as specialty applications, database tools, and agile/web collaboration software (e.g., Jira, Confluence, STASH, NOVA, APOLLO, ECLIPSE).
- One-on-One Training & User Guidance: Conduct tailored, hands-on instructional sessions for executive leadership to optimize their use of software, hardware, wireless devices, and collaborative tools.
- Strategic Planning & Process Improvement: Engage with executive leadership to collect functional feedback, analyze hardware/software pain points, and recommend innovative IT solutions to increase operational efficiency and modernize executive workflows.
- Incident Management & Escalation: Log, update, and manage high-priority incident and service request tickets in ServiceNow. Escalate Tier 3/4 issues to specialized server, network, or OEM teams while maintaining end-to-end communication with executive leadership.
- On-Call & Emergency Responsiveness: Maintain immediate availability during normal business hours and provide rapid after-hours/weekend support for critical service outages and high-priority mission needs.
Minimum Requirements- Security Clearance: Active Top Secret (TS) clearance.
- DoD Cyber Workforce Compliance: Must meet DoD 8140 / DCWF role requirements for Technical Support Specialist (411) - Intermediate level.
- Certifications:
- Applicable baseline DoD 8140/8570 approved IAT Level II certification (e.g., Security+ CE, CySA+, GSEC, CCNA Security, or equivalent) or ability to achieve full compliance within 45 business days of hire.
- Total Force Awareness Training (TFAT) and DAU Technical Support Specialist (411) Intermediate playlist completion within 45 business days.
- Technical Experience: Demonstrable hands-on experience in Tier 2 desktop administration, software support, hardware troubleshooting, Active Directory management, and mobile device management (MDM).
- Professionalism: Proven track record supporting VIPs, executives, or military flag officers with high standards of customer service, verbal/written communication, and professional appearance.
Preferred Qualifications- Prior experience supporting Department of Defense (DoD), U.S. Air Force, or U.S. Space Force executive front-office environments.
- Experience administering executive mobile frameworks (Blackberry Works, Microsoft Intune, BYOAD).
- Working knowledge of ServiceNow (EITSM), Cyberspace Infrastructure Planning System (CIPS), and Microsoft DAF365 SharePoint Online environment.
- Experience supporting VTC/AV systems (MS Teams, Cisco Codec, secure video conferencing) in executive spaces.
Work Schedule: - Core Business Hours (Monday-Friday, 0600-1800 local time; standard on-site presence 0700-1600); 24/7 on-call availability required for urgent mission/after-hours response
