** This role does require the employee to be at our Herndon, VA office five times a week**

This role is responsible for delivering white-glove, high-availability technical support to SEI executives, including C-suite leaders, Board members, and senior leadership, operating with minimal supervision and exceptional communication skills. The position provides voice, written, in-person, and remote support for production systems-troubleshooting and resolving complex technical issues while maintaining accurate case tracking. A strong emphasis is placed on customer service excellence, executive presence, and strict confidentiality. The role ensures seamless, zero-friction technology experiences during critical meetings, presentations, travel, and off-site events, while also contributing to team success through communication, training, documentation, and continuous feedback.

Essential Duties & Responsibilities:

• Deliver white-glove, high-availability technical support to SEI executives, including C-suite and Board members, both on-site and remotely.
• Resolve complex hardware, software, and connectivity issues across Windows, macOS, and mobile platforms with urgency and precision.
• Provide zero-friction technology experiences during critical meetings, presentations, travel, and off-site events.
• Perform proactive pre-meeting checks, AV setup, and live event support for Teams, Zoom, and conference room systems.
• Support executive travel by ensuring devices, connectivity, and access requirements are fully prepared ahead of trips.
• Maintain and support SEI-issued hardware, personal devices, and remote/home office environments.
• Coordinate escalations with internal teams and communicate progress clearly and professionally.
• Maintain strict confidentiality, discretion, and trust, handling sensitive information with the highest level of professionalism.
• Create and maintain documentation, knowledge base articles, and user tutorials.
• Assist team members by answering questions, providing direction, and delivering training as needed.
• Participate in team communication, collaboration, and continuous improvement initiatives.
• Complete assigned special projects within agreed timelines and deliverables.
• Stay current on emerging technologies, system updates, and evolving executive technology needs.

Job Skills:

• Expertise in hardware support, replacement, and lifecycle management for laptops, desktops, peripherals, and mobile devices.
• Strong knowledge of networking and connectivity: VPN, SSO/MFA, Microsoft/JAMF management, and SEI network environments.
• Proficiency with case management tools such as Salesforce.
• Advanced skills with Microsoft Office (Word, Excel, PowerPoint, SharePoint, OneDrive) and Adobe Acrobat.
• Strong troubleshooting skills across Windows, macOS, iOS, and Android platforms.
• Ability to quickly learn new technologies and resolve complex issues both in-person and remotely.
• Strong organizational skills with the ability to prioritize tasks and adapt to rapidly changing needs.
• Ability to communicate technical solutions clearly to both technical and non-technical audiences.
• Demonstrated executive presence, professionalism, and high-level discretion.
• Commitment to immediate acknowledgment, rapid resolution, and timely escalation for executive issues.

Work Experience:

• Four or more years of experience providing technical support for c-suite roles.
• Five or more years of IT support experience
• Two or more years of hardware support and lifecycle management experience with remote tools for troubleshooting and support
• At least one year of experience with AV and presentation technologies: Teams, Zoom, Logitech conference systems, and hybrid meeting environments.
• At least one year of experience with asset management tools such as Intune, JAMF, Active Directory, and Absolute.
• At least one year of experience with pre-planning, testing, and supporting meetings and events.
• Experience working with SEI IT Support preferred
• Executive support and on-call experience preferred
• Experience in fast-paced or regulated environments preferred
• Experience supporting travel and events preferred

Education:

• Two-year degree or higher from an accredited institution (preferred) or equivalent work experience.

Certificates, licenses and registrations:

• JAMF certification is required prior to or within 6mo
• Dell Tech Direct certification is required prior to or within 6mo
• CompTIA A+ certification is highly preferred.
• Microsoft 365 Certified: Endpoint Administrator Associate a plus.
• Apple Device Support certification a plus.

Other:

• Must be able to travel 10-50% should a business need arise. Travel is expected for this role. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided.
• Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs.
• If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
• This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies.
• Must be able to meet critical thinking and problem solving aspects aligned to job duties, as well as effectively communicating with co-workers.
• Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered.
• Able to access information using a computer.
• Other essential functions and marginal job functions are subject to modification.

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SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

$95,100.00 - $142,600.00 - Salary