Desktop Support Technician

POSITION DESCRIPTION
Deskside Support Technician
Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time
POSITION SUMMARY
The IT Executive Support Specialist is responsible for delivering high-quality technical support and
exceptional service to the executive leadership team within our organization. This pivotal role requires a
combination of technical expertise, outstanding communication skills, and a strong commitment to
meeting the unique technology needs of our executives. As the primary point of contact for executivelevel IT issues, the successful candidate will play a critical role in enabling our leadership team to achieve
their strategic objectives efficiently.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
? Executive Support: Provide personalized and timely technical assistance to the executive
leadership team, including C-level executives and their direct reports. Offer a white-glove
experience to ensure that executives' technology-related needs are met with the highest level of
satisfaction.
? Troubleshooting and Issue Resolution: Diagnose and resolve complex hardware,
software, and network issues encountered by executives, both remotely and on-site.
Troubleshoot problems with devices, applications, and connectivity, ensuring minimal disruption
to their workflow.
? End-User Training: Conduct one-on-one or group training sessions for executives to
enhance their technical skills, improve efficiency, and promote the effective utilization of IT
resources.
? Device Management: Manage the inventory, configuration, and deployment of
executive devices, such as laptops, smartphones, tablets, and other technologies, ensuring they
meet security and compliance standards.
? Security and Data Protection: Implement and maintain robust security measures to
safeguard executive devices, sensitive information, and company data. Stay updated on the
latest cybersecurity trends and recommend enhancements to protect against potential threats.
? Vendor Management: Coordinate with external vendors and service providers to resolve
escalated technical issues and ensure compliance with service level agreements.
? Executive Technology Roadmap: Collaborate with the IT leadership team to develop and
execute a strategic technology roadmap tailored to meet the specific requirements of the
executive team.
? Proactive Monitoring: Monitor and analyze executive systems and applications to
identify potential issues before they impact productivity. Take preventive measures and
implement best practices to enhance the overall IT support experience.
? Documentation: Maintain comprehensive and up-to-date documentation, including
troubleshooting guides, knowledge base articles, and executive-specific IT procedures.
? Continuous Improvement: Stay abreast of the latest IT trends, tools, and techniques
relevant to executive support. Continuously evaluate and enhance the IT support process to
optimize efficiency and effectiveness.
White Glove / Executive Support
• Provide dedicated, high-priority technology support to C-suite, VP-level, and designated VIP users; proactively
anticipate needs before issues arise.
• Own the full device lifecycle for executive population — pre-staging, configuration, deployment, and refresh —
with zero-impact delivery.
• Conduct proactive device health checks and environmental sweeps for executive offices and high-use
collaboration spaces.
• Coordinate closely with Executive Assistants and Chiefs of Staff to align around travel, events, and tech readiness.
Audiovisual (AV) Support
• Manage and support all AV infrastructure across HQ — conference rooms, boardrooms, all-hands spaces, and
huddle rooms (video walls, projectors, display systems, microphone/speaker arrays, room control panels).
• Provide hands-on support and pre-event readiness checks for town halls, board meetings, executive briefings,
and large-format events.
• Administer and troubleshoot Microsoft Teams Rooms (MTR), Zoom Rooms, Cisco Webex, and associated
hardware (Poly, Logitech, Crestron, Extron, Biamp).
• Maintain AV system documentation, cable management standards, and room configuration records; manage
vendor escalations for AV break-fix.
• Partner with Facilities and IT Infrastructure on AV project deployments and room refresh initiatives.
• Monitor AV room health proactively using room management platforms (e.g., Logitech Sync, DTEN, or
equivalent).
MINIMUM QUALIFICATIONS
Requirements:
? Bachelor's degree in Information Technology, Computer Science, or a related field.
? Proven experience (5 years) providing executive-level IT support in a large enterprise
environment.
? In-depth knowledge of operating systems (e.g., Windows, macOS, Linux) and
productivity suites (e.g., Microsoft Office, Google Workspace).
? Familiarity with networking principles, mobile devices, and remote connectivity
solutions.
? Strong problem-solving skills and the ability to think critically under pressure.
? Exceptional interpersonal skills, enabling effective communication with executives and
stakeholders at all levels.
? Demonstrated ability to handle confidential and sensitive information with the utmost
discretion.
? IT certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP) are
preferred.
? Availability for occasional after-hours and weekend support, if needed.
Flexibility to travel for on-site support or training as required.
Certifications (Preferred)
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• ITIL Foundation certification.
• Experience with DEX or observability tooling (e.g., SysTrack, Nexthink, or similar).
• Familiarity with PowerShell scripting for endpoint automation and diagnostics.
• Experience supporting VDI/AVD environments.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential functions. Reasonable
accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable
state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office
equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without
regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation,
national origin, age, disability, genetic information, veteran status, or any other characteristic protected under
applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.
Applicants requiring a reasonable accommodation to participate in the application or interview process should
contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or
requirements. Management may modify responsibilities as business needs evolve