Kentro is hiring an IT Executive Service Support Specialist to provide high-quality, responsive IT support to USAID executive leadership and senior staff. In this role, you will ensure the seamless operation of mission-critical technologies for the USAID Office of the Chief Information Officer (M/CIO).
What You'll Do
- Rapidly respond to executive IT support requests, resolving incidents or escalating them to appropriate teams when necessary.
- Provide on-site and remote IT support to Agency executives, including troubleshooting hardware, software, network, and mobile device issues in real time.
- Ensure seamless setup and operation of devices (laptops, tablets, smartphones), audio-visual equipment, and video conferencing systems for meetings.
- Perform device configuration, software installation, updates, and account setup for senior users, ensuring all security and policy requirements are met.
- Support mobile and remote connectivity, including VPN access, secure communications, and troubleshooting connectivity issues.
- Maintain accurate documentation of support activities, configurations, and user preferences to ensure consistent and personalized service.
- Provide tailored one-on-one user training for executives on IT systems, tools, and best practices, as needed.
- Maintain a high level of awareness of USAID’s IT environment, services, and cybersecurity protocols to ensure compliance and continuity of support.
What We're Looking For
- Minimum of seven (7+) years of hands-on IT support experience.
- At least three (3) years supporting VIPs, executives, or senior government officials.
- Proven expertise in troubleshooting Windows and macOS environments.
- Proven expertise in Microsoft 365 suite.
- Proven expertise in secure remote access (VPN, VDI).
- Proven expertise in mobile device management (iOS and Android).
- Experience with secure video conferencing tools and AV setup, including Google Meet, Teams, Zoom, and WebEx.
- Ability to work independently and maintain professionalism in high-pressure, confidential settings.
- Excellent interpersonal and communication skills, with the ability to explain technical issues in a clear, user-friendly manner.
- U.S. Citizenship.
- Willingness and ability to obtain security clearance.
Technical Stack
- Windows, macOS
- Microsoft 365
- VPN, VDI
- iOS, Android
- Google Meet, Teams, Zoom, WebEx
Team & Environment
You will support the USAID Office of the Chief Information Officer (M/CIO).
Benefits & Compensation
- Paid time off
- Healthcare benefits
- Supplemental benefits
- 401k including an employer match
- Discount perks and rewards
- Education reimbursement for certifications, degrees, or professional development
- Funds for virtual and in-person activities (happy hours, events, celebrations)
Work Mode
This is a hybrid position based in Washington, DC.
Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.
