Executive Desktop Support

About The Role

We’re seeking a high‑judgment, customer‑obsessed Executive IT Support Specialist to provide white‑glove end‑user support for senior leaders. You will own executive endpoints (laptops, desktops, tablets, and mobile devices), resolve complex issues with urgency, coordinate with networking and vendor partners, and communicate patching/service updates to minimize disruption. This role is hands‑on, fast‑moving, and requires exceptional discretion, communication, and follow‑through.

• Provide in‑person and remote “VIP” support for executive hardware platforms (PCs, tablets, mobile phones), IP telephony (IPT), video conferencing systems, and specialized peripherals (e.g., financial terminals).
• Troubleshoot and repair Windows‑based devices; perform OS/application installs, upgrades, imaging, and configuration on company‑designated hardware (laptops, desktops, tablets).
• Support executive mobile devices across iOS/iPadOS and Android (setup, enrollment, security, mail/calendars, collaboration tools, MDM).
• Complete new workstation setups, including IPT/softphone enablement and video conferencing readiness (room systems and personal endpoints).
• Coordinate, communicate, and execute service updates/patches for executive users; provide clear pre‑ and post‑change messaging to ensure minimal business disruption.
• Develop and maintain system administration documentation, knowledge base articles, test procedures, and test outcomes for repeatable, high‑quality support.
• Diagnose and resolve issues spanning endpoint, conferencing/AV, IPT/voice, network access, and authentication—escalating to network teams and third‑party vendors when appropriate.
• Deliver timely advice and assistance to internal stakeholders and external partners with a strong focus on service excellence and professionalism.
• Support enterprise networking initiatives collaboratively with corporate network teams and approved vendors as required.
• Uphold strict confidentiality and handle sensitive executive information and data/IM processes with the highest integrity.
• Provide on‑site coverage across campus or office locations to support designated executives; respond rapidly to urgent requests and outages.
• Contribute to cross‑functional IT projects across towers (endpoint, collaboration, voice/UC, network, identity/security) and drive standardized processes that improve quality and consistency.

• 3–5+ years of end‑user/desktop support experience, including direct “VIP” or executive support.
• Strong proficiency with Microsoft Windows (10/11): troubleshooting, imaging, drivers, policy/application conflicts, performance tuning.
• Hands‑on experience with iOS/iPadOS and Android device setup, support, and MDM enrollment.
• Familiarity with IP telephony (IPT/softphones) and enterprise video conferencing platforms (e.g., Microsoft Teams Rooms, Zoom, or similar).
• Excellent written and verbal communication, with the ability to translate technical details into clear, executive‑friendly updates.
• Proven ability to prioritize, operate under pressure, manage competing deadlines, and deliver high‑quality outcomes with minimal supervision.
• Demonstrated commitment to confidentiality, accuracy, and attention to detail.

• Experience with Microsoft 365 ecosystem (Outlook/Exchange, Teams, One Drive), endpoint management (e.g., Intune, Configuration Manager), and identity/access (Entra /Azure AD).
• Knowledge of networking fundamentals (DNS/DHCP/VPN/Wi‑Fi) and collaboration with network engineering and vendor partners.
• Familiarity with ITSM tools (e.g., Service Now, Jira) and knowledge management practices.
• Industry certifications a plus (e.g., CompTIA A+/Network+, Microsoft Certified, ITIL).
• Experience supporting room‑based AV systems and executive conference spaces.

• Consistent, first‑contact resolution for common executive issues; rapid restoration for urgent incidents.
• Zero uncommunicated service interruptions; clear, concise patch/update notices with positive executive feedback.
• Up‑to‑date documentation and knowledge base articles that reduce repeat incidents and handoff time.
• Strong partnerships…