Senior Technical Support Specialist

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.

• 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
• 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.