IT Executive Service Support Specialist

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.                                                

Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is hiring an IT Executive Service Support Specialist to support the USAID. The objective of this engagement is to support the USAID Office of the Chief Information Officer (M/CIO) to provide high-quality, responsive IT support to USAID executive leadership and senior staff by ensuring seamless operation of mission-critical technologies.

Responsibilities:

• 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.

Deliverables:

• Monthly Incident Response Report
• Updated Executive IT Support Documentation: Maintain and update quick reference guides and SOPs tailored to executive use cases.

Location: Hybrid in Washington, DC. Flexibility to be on site as needed.

Requirements

• Minimum of seven (7+) years of hands-on IT support experience, with at least three (3) years supporting VIPs, executives, or senior government officials.
• Proven expertise in troubleshooting Windows and macOS environments, Microsoft 365 suite, secure remote access (VPN, VDI), and 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.

Clearance:

• U.S. Citizenship
• Willingness and ability to obtain security clearance

Other Requirements:

• Support may be needed outside core hours.
• Telework based on office staffing

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s Hi