About this Role
The Senior IT Deskside Support Analyst 6 Executive Support serves as the primary technology partner and white glove support resource for the CEO and Executive Leadership team. This role is responsible for proactively and reactively supporting all aspects of executive technology 6 including personal computing hardware, software, mobile devices, and collaboration tools 6 through service request fulfillment, incident resolution, asset lifecycle management, and client relationship management. The ideal candidate is highly reliable, exercises exceptional professional judgment, and is deeply committed to enabling executive productivity with minimal disruption.
What You'll Do
Executive Support
- Provides day-to-day desktop support for the CEO and Executive Leadership Team both in the office and remotely.
- Provides support for Board meetings, executive off-sites, and other high-profile meetings, including pre-event technology setup, real-time troubleshooting, and post-event wrap-up.
- Collaborates closely with executive assistants to anticipate technology needs, meet deadlines, and ensure seamless support for executive schedules and commitments.
- Supports and maintains AV and videoconferencing systems in executive conference rooms and the Conference Center, including integrated displays, cameras, microphones, and collaboration platforms (Microsoft Teams, Cisco WebEx).
- Manages mobile device enrollment, compliance, and configuration for executive-level users via Microsoft Intune MDM/MAM.
- Ensures executive devices comply with IT security guidelines, including patch management, endpoint protection, and data security standards; escalates policy exceptions through appropriate channels.
- Provides clear, patient guidance to executives on technology best practices, new tools, and security awareness to maximize productivity and reduce risk.
Incident Resolution
- Provides documented break/fix solutions to resolve interruption or performance degradation issues across personal computing hardware, software, operating systems, applications, and mobile connectivity; includes workstation and peripheral troubleshooting, component replacement, software reinstallation, and OS re-imaging.
- Provides overall guidance, direction and support to other analysts.
- Recognizes, documents and addresses more complex and/or systemic problems and work with other technology support teams when required.
Service Request Fulfillment
- Provisions new instances of available services to address new or expanded business requirements, including device deployment via Windows Autopilot and traditional OS imaging, MDM/MAM enrollment, software installation, and device repositioning and recovery.
- Proposes and evaluates new service offerings, advocating customer requirements and perspective and maintaining alignment with IT roadmap.
Asset Lifecycle Management
- Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others.
- Recognizes, documents, resolves and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.
Knowledge Management
- Solicits, collaborates on andauthors, reviews and/or edits client facing knowledge content to enable self-service and reduce resolution time across the support organization.
- Takes ownership of client-facing knowledge base content, periodically reviewing for accuracy, completeness, and continuing applicability.
Client Relationship Management
- Serves as the single point of contact and trusted advisor for executive technology needs; actively engages clients to promote available services, manage expectations, and ensure timely resolution of incidents and service requests.
- Acts as a liaison between executive stakeholders and other IT teams, advocating for the technology needs and priorities of the executive team to ensure business objectives are incorporated into IT deliverables and communications.
Specialized Support Services
- Provides specialized, high-visibility support with demanding performance standards, including after-hours coverage, off-site and travel support for executive events and board sessions, and proactive device health monitoring to minimize unplanned disruptions.
- Provides other required support services during peak demand periods and other high volume scenarios as necessary.
General Functions
- Applies and adheres to established company and location safety values, culture and work processes & procedures; actively participate in safety rituals.
- Performs other duties as assigned.
What You'll Bring
- Associate degree in computer science or other related discipline is required.
- Minimum of 8 years of experience with at least 5 years in Information Systems and 3 years in a directly related position with a mid to large size company.
- Minimum of 3 years providing executive level IT Support
- Experience supporting HP, Dell and/or Lenovo workstations.
- Experience supporting macOS devices and iOS/Android mobile operating systems in a corporate environment.
- Experience supporting mobile/remote connectivity solutions including 4G LTE/5G mobile broadband, Wi-Fi, and virtual private networking (VPN).
- Experience with Microsoft Intune and/or Microsoft Endpoint Configuration Manager (MECM/SCCM) for device management and software deployment.
- Experience supporting multifunction devices (MFDs) and printers.
- Experience working with IT Service Management systems.
- Experience working with IT Asset Management systems.
- Experience working with IT Knowledge Management systems and self-service portals.
- Experience with Windows Autopilot and MDM/MAM device enrollment workflows.
- Experience supporting AV and videoconferencing systems (e.g., Microsoft Teams Rooms, Cisco WebEx/Room Bar, Neat devices) in conference room and executive environments.
Preferred Education and Experience:
- Bachelors degree in computer science or other related discipline in combination with required experience mentioned above.
- Experience performing other Customer Service/Facing related roles is considered a plus.
LICENSES / CERTIFICATIONS
- CompTIA A+ - required
- ITIL Foundation - required
- Microsoft 365 Certified: Modern Desktop Administrator Associate - preferred
- Microsoft Certified: Endpoint Administrator Associate (MD-102) - preferred
- HDI Desktop Support Technician - preferred
- Apple Certified Support Professional (ACSP) - preferred
TRAVEL REQUIREMENTS
Travels: Yes, minimal, as needed
Percent of time: up to 20%
KNOWLEDGE / SKILLS / ABILITIES
Language Skills: English 6 fluent, Spanish 6 Intermediate level of knowledge preferred
Mathematical Skills: Basic level required
Reasoning Skills/Abilities: Intermediate level required
Computer Skills: all mentioned below computer skills are required
- Windows OS 6 advanced level;
- macOS 6 intermediate level;
- Microsoft Intune Admin Center / Endpoint Management Console 6 advanced level;
- Microsoft Entra ID / Azure AD and Active Directory (Accounts, Groups, GPOs, Security) 6 intermediate level;
- Microsoft 365 Apps (Teams, Outlook, SharePoint, OneDrive) 6 advanced level;
- OS Imaging & Modern Deployment (Windows Autopilot, Intune) 6 advanced level;
- Software Deployment 6 advanced level;
- IT Service Management (ITSM) Tools (e.g., ServiceNow) 6 intermediate level;
- Desktop Native Applications 6 intermediate level;
- Cloud Applications 6 intermediate level;
- Client-Server Applications 6 intermediate level;
- Mobile Applications 6 intermediate level;
- Browsers 6 advanced level;
COMPETENCIES
- Customer service oriented and proactive in anticipating and resolving problems while maximizing efficient use of available IT
- Uses excellent problem-solving, communication, and interpersonal skills along with a patient, positive, and customer-friendly attitude within a team
- Demonstrates outstanding customer orientation and desire to restore and enable client productivity; drives resolution and fulfillment to closure on first contact.
- Communicates effectively and efficiently with technical and non-technical audiences at all levels of organization; utilizes appropriate communication channels for given situations; employs a range of communication styles and techniques; acts as a Subject Matter Expert (SME) for client relationship management.
- Acts professionally and tactfully at all times and in all situations; maintains a professional demeanor and appearance; recognizes, being sensitive to and be respectful of global and cultural diversities; fulfills role as the Voice of Information Technology .
- Produces high quality work results with a sense of urgency while maintaining a high level of focus on detail, exactness and completeness.
- Operates effectively with a high degree of autonomy in a client-embedded environment; proactively manages competing priorities, navigates organizational dynamics with professionalism, and collaborates across IT teams to deliver outcomes with minimal direction.
- Documents incident resolution & service request fulfillment activities consistently, concisely and accurately in writing using correct grammar and spelling utilizing service and asset management tools and systems.
- Acquires and maintains a high level of knowledge of relevant products, current support policies and procedures and methods of support delivery.
- Builds leveraging relationships & teamwork environment with clients, peers and other IT teams that facilitate knowledge and information sharing; contribute to teams body of knowledge; being recognized as a dependable member of team and a source of positive energy and attitude for clients and team.
- Provides guidance to other analysts, assisting IT leadership to propagate collaboration among teams and to increase the effectiveness of the overall IT department.
- Completes tasks timely and deliver specific results related to projects, initiatives and other special assignments.
- Develop and update processes and procedures that improve the efficiency and quality of IT Service Delivery teams work
- Provides expert technical advice and input in developing and creating new service offerings or technologies.
- Maintains excellent professional presentation, communication, and documentation standards across all interactions and deliverables.
- Handles sensitive executive information, personal data, and organizational matters with the highest degree of discretion, confidentiality, and professionalism at all times.
- Demonstrates high emotional intelligence; maintains composure and a solutions-oriented mindset under pressure, adapts rapidly to shifting executive priorities, and consistently projects a calm, professional demeanor in high-stakes situations.
