Desktop Support Technician

Job Description

Job Description

POSITION SUMMARY

The IT Executive Support Specialist is responsible for delivering high-quality technical support and exceptional service to the executive leadership team within our organization. This pivotal role requires a combination of technical expertise, outstanding communication skills, and a strong commitment to meeting the unique technology needs of our executives. As the primary point of contact for executive-level IT issues, the successful candidate will play a critical role in enabling our leadership team to achieve their strategic objectives efficiently.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

 Executive Support: Provide personalized and timely technical assistance to the executive leadership team, including C-level executives and their direct reports. Offer a white-glove experience to ensure that executives' technology-related needs are met with the highest level of satisfaction.

 Troubleshooting and Issue Resolution: Diagnose and resolve complex hardware, software, and network issues encountered by executives, both remotely and on-site. Troubleshoot problems with devices, applications, and connectivity, ensuring minimal disruption to their workflow.

 End-User Training: Conduct one-on-one or group training sessions for executives to enhance their technical skills, improve efficiency, and promote the effective utilization of IT resources.

 Device Management: Manage the inventory, configuration, and deployment of executive devices, such as laptops, smartphones, tablets, and other technologies, ensuring they meet security and compliance standards.

 Security and Data Protection: Implement and maintain robust security measures to safeguard executive devices, sensitive information, and company data. Stay updated on the latest cybersecurity trends and recommend enhancements to protect against potential threats.

 Vendor Management: Coordinate with external vendors and service providers to resolve escalated technical issues and ensure compliance with service level agreements.

 Executive Technology Roadmap: Collaborate with the IT leadership team to develop and execute a strategic technology roadmap tailored to meet the specific requirements of the executive team.

 Proactive Monitoring: Monitor and analyze executive systems and applications to identify potential issues before they impact productivity. Take preventive measures and implement best practices to enhance the overall IT support experience.

 Documentation: Maintain comprehensive and up-to-date documentation, including troubleshooting guides, knowledge base articles, and executive-specific IT procedures.

 Continuous Improvement: Stay abreast of the latest IT trends, tools, and techniques relevant to executive support. Continuously evaluate and enhance the IT support process to optimize efficiency and effectiveness.

White Glove / Executive Support

• Provide dedicated, high-priority technology support to C-suite, VP-level, and designated VIP users; proactively anticipate needs before issues arise.

• Own the full device lifecycle for executive population — pre-staging, configuration, deployment, and refresh — with zero-impact delivery.

• Conduct proactive device health checks and environmental sweeps for executive offices and high-use collaboration spaces.

• Coordinate closely with Executive Assistants and Chiefs of Staff to align around travel, events, and tech readiness.

Audiovisual (AV) Support

• Manage and support all AV infrastructure across HQ — conference rooms, boardrooms, all-hands spaces, and huddle rooms (video walls, projectors, display systems, microphone/speaker arrays, room control panels).

• Provide hands-on support and pre-event readiness checks for town halls, board meetings, executive briefings, and large-format events.

• Administer and troubleshoot Microsoft Teams Rooms (MTR), Zoom Rooms, Cisco Webex, and associated hardware (Poly, Logitech, Crestron, Extron, Biamp).

• Maintain AV system documentation, cable management standards, and room configuration records; manage vendor escalations for AV break-fix.

• Partner with Facilities and IT Infrastructure on AV project deployments and room refresh initiatives.

• Monitor AV room health proactively using room management platforms (e.g., Logitech Sync, DTEN, or equivalent).

MINIMUM QUALIFICATIONS

Requirements:

 Bachelor's degree in Information Technology, Computer Science, or a related field.

 Proven experience (5 years) providing executive-level IT support in a large enterprise environment.

 In-depth knowledge of operating systems (e.g., Windows, macOS, Linux) and productivity suites (e.g., Microsoft Office, Google Workspace).

 Familiarity with networking principles, mobile devices, and remote connectivity solutions.

 Strong problem-solving skills and the ability to think critically under pressure.

 Exceptional interpersonal skills, enabling effective communication with executives and stakeholders at all levels.

 Demonstrated ability to handle confidential and sensitive information with the utmost discretion.

 IT certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP) are preferred.

 Availability for occasional after-hours and weekend support, if needed.

Flexibility to travel for on-site support or training as required.

Certifications (Preferred)

• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.

• ITIL Foundation certification.

• Experience with DEX or observability tooling (e.g., SysTrack, Nexthink, or similar).

• Familiarity with PowerShell scripting for endpoint automation and diagnostics.

• Experience supporting VDI/AVD environments.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.

• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.

• May require bending, kneeling, or crouching to install or service equipment.

• Work is performed primarily in a standard office or data center environment with moderate noise levels.

• May be required to travel to or work at multiple organizational sites or client locations.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.