Job Description
Core Responsibilities & Duties
• Provide dedicated, priority support to executive leadership, both on-site and remotely
• Deliver white-glove service with a strong focus on responsiveness, professionalism, and discretion
• Troubleshoot and resolve hardware, software, and connectivity issues across desktops, laptops, and mobile devices
• Support and maintain conference room technology and AV systems, including Cisco conference room kits
• Ensure executives are fully prepared for meetings, presentations, and travel, minimizing downtime
• Perform device setup, configuration, imaging, and deployment for assigned users
• Support email, collaboration tools, and mobile access (Microsoft 365 environment)
• Maintain accurate hardware inventory and asset tracking
• Provide support for printers, including laser and specialized/thermal devices
• Coordinate with Service Desk and IT teams to escalate and resolve issues quickly while maintaining ownership
• Document issues, resolutions, and processes in the ticketing system (ServiceNow preferred)
• Participate in on-call rotation and after-hours support as needed for executive users
• Provide proactive recommendations to improve executive technology experience
• Assist with maintaining internal knowledgebase and mentoring Service Desk where appropriate
Qualifications
• Bachelor's degree or equivalent work experience
• 5+ years of experience in desktop support or IT support, preferably including executive support
• Strong experience supporting Windows desktop environments and endpoint devices
• Demonstrated ability to deliver high-touch customer service in a professional environment
• Experience working with ticketing systems (ServiceNow preferred)
• Strong troubleshooting and problem-solving skills across hardware, software, and peripherals
• Ability to work independently in a fast-paced environment with changing priorities
• Strong understanding of IT processes, SLAs, and escalation paths
Skills
• Exceptional customer service and executive presence
• Strong communication skills with the ability to interact effectively with non-technical leadership
• Ability to prioritize and execute tasks in high-pressure situations
• Experience supporting conference rooms and AV technology
• Knowledge of Microsoft 365 applications (Outlook, Teams, OneDrive, etc.)
• Strong organizational and time management skills
• High attention to detail and follow-through
• Ability to maintain confidentiality and professionalism at all times
• Strong analytical and problem-solving abilities
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