IT Support Technician

Job Statement: Provide high-level, white-glove technical support for C-suite executives, senior leadership, and designated VIP users. This role provides on-site and remote support for computers, mobile devices, phones, Microsoft 365 applications, collaboration tools, conference room technology, network connectivity, and approved business systems while maintaining professionalism, discretion, and timely communication.

Essential Functions:

• 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.