VIP PMD Systems Administrator - Executive IT Support

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 43,000 - 58,000; Full time

Job summary

General Dynamics Information Technology, Inc. seeks a Mission-focused Systems Administrator to support PMD devices for Department of State customers in Washington, DC.

You will manage ServiceNow requests, deployment, asset records, and troubleshoot hardware/software while maintaining executive-level discretion and service quality. The role involves VIP customer support and travel up to 25% to support deployments and maintenance.

Qualifications

• Strong customer service and written and verbal communication skills.
• Experience supporting executives, senior government officials, or other VIP customers preferred.
• Experience configuring, deploying, maintaining, and tracking IT equipment.
• Working knowledge of ServiceNow, including creating, updating, tracking, and closing tickets.
• One year of related experience required; five years preferred.

Responsibilities

• Configure, test, deploy, and maintain PMD devices, applications, and peripheral equipment.
• Provide responsive, personalized technical support to VIP customers and their support staff.
• Coordinate device deployments, replacements, maintenance, and returns around customer schedules and requirements.
• Maintain accurate asset records, including device assignments, inventory, deployment status, transfers, and returns.
• Perform systems administration, troubleshooting, and operational duties in response to customer requests and outages.
• Install, configure, support, and troubleshoot COTS, GOTS, and custom-designed applications.
• Analyze, evaluate, and test hardware and software to resolve customer-reported issues.
• Monitor device readiness and compliance, coordinate updates, and follow up on maintenance or return.
• Mitigate identified security issues per Department policies.
• Research and troubleshoot issues, document actions in ServiceNow, escalate as needed.
• Coordinate across support organizations and track escalations through resolution.
• Prepare and maintain activity, deployment, inventory, and progress reports.
• Identify opportunities to improve device preparation, deployment, asset accountability, and customer support.
• Meet programme SLAs while responding to mission-critical requirements.
• Provide personalized training on PMD devices and proper equipment use.

Skills

Account Management

Active Directory

Customer Service

IT Troubleshooting

Ticketing Systems

Education

Associate's degree or equivalent experience

Tools

ServiceNow

Job description

General Dynamics Information Technology, Inc. seeks a Mission-focused Systems Administrator to support PMD devices for Department of State customers in Washington, DC.

You will manage ServiceNow requests, deployment, asset records, and troubleshoot hardware/software while maintaining executive-level discretion and service quality. The role involves VIP customer support and travel up to 25% to support deployments and maintenance.