Executive Desktop Support Jobs in Silver Spring, MD

Ares Enterprise is seeking qualified IT Service Desk, Help Desk, Customer Support, Desktop Support, Technical Support, and IT Operations professionals for a potential Federal Government opportunity supporting the U.S. Patent and Trademark Office (USPTO). This is a broad recruiting opportunity covering multiple skill levels and functional areas, from entry-level customer and Tier 1 support through Tier 2 technical support, executive support, knowledge management, team leadership, and program management. Selected candidates will support a large-scale enterprise environment providing technical and customer support to Government employees, contractors, remote users, executives, and external customers. Depending on experience and assigned role, responsibilities may include: * Provide Tier 1 and Tier 2 IT support through phone, email, chat, voicemail, service portals, and in-person support.
* Receive, document, categorize, troubleshoot, resolve, and escalate incidents and service requests.
* Troubleshoot desktops, laptops, mobile devices, operating systems, applications, peripherals, network connectivity, authentication, and remote-access issues.
* Provide advanced troubleshooting and problem resolution for incidents escalated from the Tier 1 Service Desk.
* Support Microsoft Windows, Microsoft 365, Microsoft Teams, Active Directory, enterprise applications, and end-user computing environments.
* Create and maintain incidents, service requests, problems, tasks, and work orders within enterprise IT Service Management platforms.
* Utilize ServiceNow and Salesforce platforms to manage customer interactions, incidents, service requests, and support activities.
* Support password resets, Multi-Factor Authentication (MFA), PIV authentication, user accounts, email accounts, and other identity and access management functions.
* Create, modify, disable, and de-provision user and system accounts.
* Provide executive/VIP technical support, including troubleshooting hardware and software and supporting meetings, presentations, video conferencing, and travel technology.
* Monitor assigned ticket queues and ensure requests are resolved or escalated within established Service Level Agreements (SLAs).
* Conduct advanced troubleshooting, root-cause analysis, incident trending, and problem analysis.
* Maintain accurate and detailed documentation of customer interactions and troubleshooting activities.
* Develop, maintain, review, and update Knowledge Articles, Standard Operating Procedures (SOPs), user guides, technical documentation, and training materials.
* Support knowledge management, incident management, problem management, request fulfillment, change management, service level management, and configuration management processes.
* Participate in quality assurance activities including ticket reviews, call monitoring, customer satisfaction analysis, and process audits.
* Identify recurring issues and recommend technical, procedural, automation, or knowledge-management improvements.
* Support implementation and use of emerging technologies including AI-enabled service desk capabilities, Virtual Agents, automated case summarization, knowledge search, and workflow automation.
* Participate in training, cross-training, knowledge transfer, continuous service improvement, and process improvement activities.
* Support surge requirements, major incidents, system deployments, migrations, and other special projects as required.
* Maintain compliance with Government security, privacy, cybersecurity, operational, and documentation requirements. Requirements Candidates should meet the requirements applicable to the position for which they are selected: * Minimum 1 year of relevant experience in IT support, help desk/service desk operations, desktop support, customer service, contact center operations, technical support, knowledge management, or a related discipline.
* Strong customer-service orientation with the ability to provide professional and courteous support in a high-volume environment.
* Strong verbal and written communication skills.
* Ability to communicate technical information clearly to both technical and non-technical users.
* Experience documenting customer interactions, troubleshooting activities, resolutions, and escalations.
* Basic understanding of incident management, service requests, troubleshooting, and escalation procedures.
* Ability to follow established SOPs, Knowledge Articles, scripts, security requirements, and operational procedures.
* Ability to meet established response, resolution, quality, and customer-satisfaction SLAs.
* Proficiency using computers, email, collaboration platforms, ticketing systems, and standard office productivity applications.
* Ability to work independently while functioning effectively within a structured team environment.
* Ability to learn new systems, applications, technologies, and Government procedures.
* Ability to successfully complete required Government background investigation, suitability, onboarding, and security requirements.
* Must meet applicable U.S. citizenship requirements established by the Government for the assigned position. Technical Qualifications Experience with one or more of the following is highly desirable: * ServiceNow
* Salesforce
* IT Service Management (ITSM)
* Microsoft Windows
* Microsoft 365
* Microsoft Teams
* Active Directory
* PIV / MFA
* Identity and Access Management
* Desktop and Laptop Support
* Mobile Device Support
* Remote Access / VPN
* Enterprise Service Portals
* Contact Center / ACD / IVR technologies
* Knowledge Management
* SharePoint
* Incident Management
* Problem Management
* Change Management
* Request Fulfillment
* Service Level Management
* CMDB / Configuration Management
* AI-enabled IT support / Virtual Agent technologies Preferred Qualifications * Previous experience supporting a Federal Government customer.
* Experience supporting a large enterprise environment.
* Experience working in an SLA-driven Service Desk or Contact Center.
* ServiceNow and/or Salesforce experience.
* ITIL certification or practical ITIL experience.
* Help Desk Institute (HDI) certification.
* Microsoft technical certification.
* Experience supporting environments with 10,000+ users.
* Experience providing Tier 1 or Tier 2 enterprise technical support.
* Experience supporting executive or VIP customers.
* Experience with Active Directory and account administration.
* Experience creating Knowledge Articles, SOPs, technical documentation, or user guides.
* Experience performing quality assurance, ticket reviews, call monitoring, or service desk reporting.
* Experience with workforce management, call-volume forecasting, scheduling, or contact center operations.
* Experience using automation, Artificial Intelligence, Virtual Agents, or Generative AI within an enterprise support environment.