Description

• Provide responsive on-site and remote technical hardware/software support for C-suite executives, senior leaders, and designated VIP users. 
• Identify and resolve computer, notebook, mobile device, phone, printer, peripheral, network, VPN, Microsoft 365, Teams, Outlook, and collaboration tool issues through discussions with users and hands-on troubleshooting. 
• Provide first and second level support for identifying, researching, and resolving client/server, application, connectivity, and endpoint issues. 
• Identify, research, and resolve complex technical problems while minimizing disruption to executive schedules and business operations. 
• Support executive meetings, presentations, Teams meetings, video conferences, and conference room technology to ensure equipment is functioning properly for key meetings and leadership events. 
• Serve as a technical escalation point for executive-impacting incidents and coordinate with infrastructure, security, applications, and service desk teams as needed. 
• Document, track, monitor, and update support requests in the work order system to ensure timely resolution and accurate communication. 
• Monitor executive and leadership support tickets, prioritize urgent issues, and escalate tickets at risk of missing SLA expectations. 
• Configure, maintain, refresh, and support executive desktops, laptops, mobile devices, and peripherals in accordance with company standards. 
• Ensure company computer standards, IT policies, access procedures, and security protocols are followed. 
• Maintain confidentiality and discretion when supporting executives and handling sensitive company information. 
• Communicate clearly and professionally with users at all levels of responsibility, including senior leadership. 
• Assist with training, mentoring, and supporting Tier 1 technicians on advanced troubleshooting and executive support expectations. 
• Serve as a liaison between executive users, business leadership, and IT regarding technology needs, recurring issues, and support improvements. 

JOB SPECIFICATIONS: 

• Associate degree in Computer Science, Information Technology, or related field required; Bachelor degree preferred. 
• 7-10+ years of relevant hands-on technical support experience preferred, including Tier II/III, senior-level, VIP, or executive support experience. 
• Microsoft MCP, Microsoft 365, Windows, CompTIA A+, Network+, or equivalent certification preferred. 
• Strong working knowledge of Windows 11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, mobile email, endpoint devices, and standard business productivity tools. 
• Working knowledge of TCP/IP, DNS, DHCP, VPN, wireless connectivity, and network configurations related to desktop and notebook support. 
• Ability to diagnose and repair PC, notebook, mobile device, printer, peripheral, and conference room technology issues. 
• Ability to resolve multiple first and second level client hardware/software technical problems independently and professionally. 
• Experience with ticketing/work order systems such as ServiceNow, remote support tools, endpoint management tools, and backup or recovery tools preferred. 
• Basic scripting knowledge, including PowerShell, preferred. 
• Ability to handle a fast-paced, dynamic environment with shifting priorities, urgent requests, and high-visibility user support needs. 
• Ability to get along well and deal professionally with people at all levels of responsibility, including C-suite executives and senior leadership. 
• Excellent written and verbal communication skills with strong documentation, follow-up, and organizational habits. 
• Strong confidentiality, judgment, customer service, problem-solving, and critical thinking skills

Key Skills

Education

Bachelor's degree