IT On-Site Support, Specialist - VIP

Purpose

The Executive / VIP Desktop Support Technician provides high touch, white glove technical support to senior executives, board members, and executive assistants. This role is strictly operational in nature, focused on incident resolution, technology stability, and reliability to ensure uninterrupted executive productivity.

The technician serves as a trusted escalation level support resource responsible for diagnosing, resolving, and coordinating complex endpoints, collaboration, mobility, and conference technology issues. This position emphasizes ownership, discretion, urgency, and technical depth rather than technology enablement or user adoption initiatives.

Job Requirements

Minimum 5–7 years in a dedicated Executive / VIP support role, providing high touch, white glove deskside and onsite support to senior executives, board members, and executive assistants.

5+ years supporting client hardware, operating systems and software in a large, global enterprise environment.

Profiiency with Windows laptops and desktops

Proficiency with Apple iOS mobile devices and cellular services

Proficiency with Microsoft 365 (Outlook, Teams, OneDrive, Enterprise Applications)

Proven experience of administering and supporting:

• Microsoft Intune (MDM/MAM), SCCM, OS imaging and endpoint deployment tools
• Endpoint security, patch management (Manage Engine, and vulnerability remediation tools

Experience supporting executive grade collaboration, conferencing, and A/V technologies.

Working knowledge of Active Directory user, Group Policy and access management.

Familiarity with ITIL / ITSM workflows, ticketing systems, and enterprise security standards, Ivanti experience preferred.

Core Competencies & Skills:

Executive level customer service mindset and situational awareness

Exceptional verbal and written communication skills

Advanced troubleshooting and root cause analysis abilities

Discretion, confidentiality, and sound judgment

Ability to remain calm and effective in high-pressure, high visibility situations

Strong ownership, follow-through, and attention to detail

Ability to manage multiple concurrent executive priority issues

Job Responsibilities

Executive & VIP Support:

Provide immediate, hands-on deskside and onsite technical support to executives, board members, and executive assistants.

Maintain end-to-end ownership of executive incidents and service requests through verified resolution.

Resolve issues independently whenever possible and coordinate timely escalation to higher or enterprise global teams as needed.

Deliver support with professionalism, discretion, confidentiality, and urgency appropriate for executive environments.

Technical Support & Operations:

Diagnose, troubleshoot, and resolve moderate to complex issues involving:

Windows laptops and desktops

Apple iOS devices (iPhone, iPad); Apple Business Manager

Microsoft 365 (Outlook, Teams, OneDrive, Enterprise Applications)

Printers, peripherals, docking stations, and accessories

Network connectivity (LAN, WAN, Wi-Fi)

Install, configure, maintain, patch, and upgrade operating systems, applications, laptops, desktops, and mobile devices.

Administer and support endpoint management and deployment platforms, including:

Microsoft Intune (MDM/MAM)

SCCM and device provisioning tools

Manage Engine or similar management tools

Support endpoint security and vulnerability remediation using tools such as CrowdStrike, ThreatLocker, and Rapid-7.

Perform executive device refreshes, replacements, and migrations according to enterprise standards.

Maintain accurate asset inventory, lifecycle records, and configuration documentation.

Collaboration, A/V & Conference Technology:

Provide operational support for executive boardrooms, conference rooms, and collaboration spaces.

Ensure all meeting rooms are validated, fully functional, and ready prior to scheduled executive use.

Deliver real-time technical support for:

Board meetings

Earnings calls

Executive leadership and governance meetings

Troubleshoot and support collaboration and A/V technologies including Microsoft Teams Rooms, video conferencing (Cisco Room Kits, Clickshare), projection, microphones, and room control systems.

Support executive onsite and offsite meetings and events as required. Will require travel, approximately 10%.

Board & Executive Technology Support:

Serve as the primary technical point of contact for Board members regarding:

iPads and executive mobile devices

Board portals, board books, and secure executive applications

Provide premeeting setup, live meeting assistance, and post meeting follow-up support.