Support Desk

Job Description

Executive Deskside Support Engineer

Role: Executive Deskside Support Engineer, End User Computing / Workplace Services

Location – Des Moines, IA (no remote option)

Key Responsibilities

Executive & VIP Support

• Provide dedicated deskside and remote technical support for executives and designated VIP users.
• Deliver a white-glove support experience , ensuring issues are handled with urgency, professionalism, and minimal disruption.
• Take end-to-end ownership of executive incidents and service requests through resolution.
• Provide proactive technical assistance before critical meetings, executive presentations, and leadership events.
• Coordinate with infrastructure, network, security, application, collaboration, and vendor teams when issues require escalation.
• Maintain clear communication with executive users throughout incident resolution.
• Ensure appropriate follow-up after resolution to confirm services are functioning as expected.

Desktop & Endpoint Support

Provide advanced troubleshooting and support for:

• Windows 10/11 laptops and desktops
• Microsoft Surface and other enterprise endpoint devices
• Hardware and peripheral issues
• Docking stations and monitors
• Printers and scanners
• Headsets, webcams, keyboards, and other peripherals
• Device performance and operating system issues
• Software installation and troubleshooting
• Device replacement, refresh, and migration activities

Support device provisioning, configuration, diagnostics, repair coordination, and replacement as required.

Microsoft 365 Support

Provide advanced user support for:

• Microsoft Outlook
• Microsoft Teams
• OneDrive for Business
• SharePoint Online
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Edge

Troubleshoot issues involving Outlook profiles, mailbox access, Teams meetings, OneDrive synchronization, Microsoft 365 applications, authentication, and related end-user services.

Mobile Device Support

• Support executive smartphones and tablets, including iPhone, iPad, and enterprise-supported Android devices.
• Troubleshoot corporate email, Microsoft Teams, authentication, certificates, Wi-Fi, and other approved business applications.
• Support device enrollment and mobile device management processes.
• Assist with device replacements, upgrades, and migrations.
• Coordinate with mobility and security teams for complex mobile-device issues.

Executive Meeting & Conference Room Support

• Provide proactive support for executive meetings, leadership sessions, and critical presentations.
• Validate conference room technology before high-profile meetings where required.
• Troubleshoot Microsoft Teams meeting connectivity, audio, video, displays, cameras, microphones, and presentation-sharing issues.
• Provide rapid onsite intervention for executive meeting-room issues.
• Coordinate with AV and collaboration teams for advanced conference-room incidents.

Identity, Access & Connectivity

Troubleshoot common end-user issues involving:

• Microsoft Entra ID authentication
• Multi-factor authentication
• Windows login
• VPN connectivity
• Corporate Wi-Fi
• Wired network connectivity
• Password and account-related issues
• Remote-access services

Work with identity, networking, and security teams when advanced troubleshooting or privileged changes are required.

Incident & Service Management

• Create, update, and manage executive support tickets in the organization's ITSM platform.
• Maintain accurate troubleshooting notes and resolution details.
• Ensure executive incidents receive appropriate prioritization under established ITSM procedures.
• Escalate high-impact or recurring issues to appropriate technical teams.
• Participate in Major Incident Management when executive services are impacted.
• Identify recurring executive support issues and recommend permanent corrective actions.
• Maintain executive-support knowledge articles, SOPs, and troubleshooting documentation.

Executive Onboarding & Offboarding

Provide technology support for executive onboarding, transfers, and departures, including:

• Laptop and endpoint preparation
• Mobile device setup
• Microsoft 365 configuration
• Access validation
• Peripheral and workspace setup
• Conference and collaboration tool readiness

Coordinate across relevant teams to ensure executive technology is operational when required.

Security & Confidentiality

• Maintain strict confidentiality when handling executive devices, data, communications, and support requests.
• Follow organizational cybersecurity, privacy, and data-handling policies.
• Ensure devices remain compliant with endpoint-security requirements.
• Immediately escalate suspected security incidents through established security procedures.
• Maintain appropriate chain of custody and handling procedures for executive equipment where applicable.

Required Technical Skills

End-User Computing

• Windows 10/11
• Microsoft Surface and enterprise laptop/desktop hardware
• Device drivers and peripherals
• Printing and scanning
• Remote desktop/support tools
• Endpoint troubleshooting

Microsoft 365

• Outlook
• Teams
• OneDrive
• SharePoint
• Word
• Excel
• PowerPoint

Endpoint Management

Hands-on experience with technologies such as:

• Microsoft Intune
• Microsoft Configuration Manager
• Windows Autopilot
• Enterprise endpoint security tools

Mobility

• iOS/iPhone/iPad
• Android
• Mobile Device Management
• Corporate email and Teams configuration
• Mobile authentication and connectivity troubleshooting

Networking

Working knowledge of:

• TCP/IP
• DNS
• DHCP
• VPN
• Wi-Fi
• LAN connectivity
• Network troubleshooting fundamentals

Identity & Security

Working knowledge of:

• Microsoft Entra ID
• Multi-factor authentication
• Windows authentication
• BitLocker
• Endpoint security fundamentals

Executive Support Competencies

The candidate must demonstrate:

• Excellent customer-service orientation
• Executive presence and professional communication
• Ability to remain calm during urgent or high-pressure situations
• Strong sense of ownership and accountability
• Excellent troubleshooting and analytical skills
• Ability to communicate technical issues clearly to non-technical executives
• Strong prioritization and time-management skills
• High level of discretion and confidentiality
• Ability to coordinate rapidly across multiple technology teams
• Strong attention to detail
• Proactive rather than purely reactive support mindset

Preferred Qualifications

• 5–8+ years of enterprise deskside/EUC support experience.
• Demonstrated experience supporting C-suite, senior executives, or VIP users.
• Experience in a large enterprise or managed-services environment.
• Experience supporting executive meetings and conference-room technology.
• Hands-on experience with Microsoft 365, Windows, Intune, and enterprise endpoint technologies.
• Experience with ServiceNow, ManageEngine ServiceDesk Plus, or a comparable ITSM platform.
• Relevant Microsoft endpoint or Microsoft 365 certifications are preferred.
• ITIL Foundation certification is an advantage.

Success Measures

Performance in this role should focus on:

• Executive user experience and satisfaction
• Responsiveness to priority incidents
• End-to-end ticket ownership
• Incident restoration and resolution
• Repeat-incident reduction
• Meeting and event technology readiness
• Accurate ticket documentation
• Successful executive onboarding/device refresh
• Compliance with security and ITSM processes