Vip Account Manager Jobs in Reston, VA (NOW HIRING)

Job Summary:
IntrepidGS is a leading provider of global-scale logistics and advanced professional services. They are seeking a Sr Help Desk Support Specialist to provide second-tier technical support for end-users, ensuring uninterrupted service delivery across various IT environments and coordinating with Army IT support organizations.
Responsibilities:
• Provide management and oversight of the cross-functional help desk service support team.
• Provide second-tier technical support for desktop, laptop, and networked systems (NIPRNET, SIPRNET, MPE, and Closed Restricted Network (CRN)) including hardware, software, printers, and multi-function devices.
• Troubleshoot, repair, and configure computer systems, peripherals, and software applications in compliance with Army IT policies and standards.
• Manage user, service, and group accounts, as well as computer objects in Active Directory (AD) and Microsoft Azure, ensuring compliance with all security and access control requirements.
• Support and manage mobility devices (Android and Apple) including configuration, registration, issuance, SIM management, and maintaining accurate inventory and accountability in accordance with current policy.
• Provide enhanced technical support to VIP users, including on-site visits, issue resolution, and follow-up actions; immediately notify the Work Site Information Management Officer (IMO) and Information Systems Security Manager (ISSM) of all VIP-related incidents.
• Deliver user training on private industry mobile platforms (Android, Apple) and ensure all technicians maintain proficiency in supporting mobile operating systems and DISA-supported applications.
• Maintain an accurate and up-to-date inventory of all hardware and software, including serial numbers, locations, custodians, and classification data within designated SharePoint repositories.
• Provide advanced support for Video Teleconferencing (VTC) systems, including installation, configuration, maintenance, troubleshooting, and coordination of events across NIPR, SIPR, and MPE networks.
• Maintain detailed VTC hardware/software inventories, tracking systems, and maintenance documentation as prescribed by the Work Site IMO.
• Perform weekly system checks to verify equipment functionality and coordinate with the IMO for any maintenance actions that could affect warranty or service contracts.
• Attend scheduled and ad hoc VTC sessions as directed to resolve unforeseen technical issues, including those occurring outside of normal operating hours, when required.
• Simulate or recreate user problems to diagnose and resolve persistent or complex operating difficulties.
• Interact with NEC, USAREUR, AESD, and other Army or DoD IT organizations to de-conflict technical requirements and ensure restoration of services.
• Ensure all service requests, incidents, and resolutions are logged and tracked according to established ITSM and Army procedures.
• Support compliance with DoD, Army, and Information Assurance (IA) standards, ensuring secure and efficient operations across all supported systems.
Qualifications:
Required:
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent military/technical experience)
• Minimum of 8 years of progressive IT support experience in an enterprise or DoD environment, with at least 2 years in a senior help desk or system support role
• IAT II Compliant
• Advanced proficiency in Windows 11 Enterprise, Microsoft 365, Active Directory, and Azure
• Demonstrated experience with C4IM services and Army IT management tools
• Experience supporting VTC systems, including Cisco, Polycom, or equivalent platforms
• Strong knowledge of Army Europe, 2TSB, and AESD policies and processes preferred
• Excellent communication and customer service skills, with the ability to interface effectively with all levels of users including GO/SES personnel
• Active Secret required
Company:
At Intrepid Global Solutions, we lead the way in mission-critical support where others can’t. Founded in 1990, the company is headquartered in Cape Canaveral, USA, with a team of 1001-5000 employees. The company is currently Late Stage.