01 — Background
Our client required immediate staffing of two deskside support specialists to assist personnel under a critical federal IT services program. These roles, based 100% onsite in Washington, DC, were responsible for Tier II IT support and demanded a high level of professionalism, discretion, and customer service to support senior leadership and staff within a federal justice agency.
02 — Challenges
- Roles required full-time on-site presence with no telework flexibility
- All candidates needed to be clearance-eligible and fully compliant with federal security protocols
- The client preferred individuals with prior experience in federal environments and non-standard software installations
- High-level interaction with senior staff necessitated mature judgment and discretion
03 — Our Approach
01
Targeted Sourcing
We focused our sourcing strategy on candidates with:- Proven Tier II support experience in Microsoft Windows environments
- Familiarity with standard office tools (e.g., Microsoft Exchange, Outlook)
- Prior exposure to ITSM ticketing systems for service request handling
02
Clearance and Compliance Readiness
Given the federal nature of the role, we prioritized candidates who:- Held an active Public Trust clearance or were eligible to obtain one
- Understood the security protocols and onboarding compliance requirements
- Were available for immediate deployment within the agency’s timelines
03
Service Orientation & Communication
To meet the expectations for “white glove” service delivery, we evaluated candidates on:- Strong written and verbal communication skills
- Customer-centric problem-solving approach
- Professional demeanor when interacting with senior federal personnel
04
Preparedness for Independent Field Operations
Due to the dispersed nature of the agency’s locations in Washington, DC, we ensured selected candidates were:- Capable of working autonomously without direct supervision
- Experienced in prioritizing tasks based on service ticket urgency
- Flexible in navigating multiple buildings to provide deskside support
04 — Results
We successfully filled both roles within the client’s 14-day candidate selection window. Both deskside support technicians were cleared, onboarded, and deployed to work across multiple departmental buildings. Their early success was reflected in timely resolution of service tickets and positive feedback from end users.
Key Achievements
- Placed qualified deskside support specialists ahead of the 14-day target
- Ensured 100% compliance with Public Trust clearance and onboarding protocols
- Maintained high service standards in a federal environment requiring professionalism, independence, and discretion
- Filled multiple roles simultaneously, meeting all compliance and timeline requirements.
