Job Purpose:
Serve as the senior technical expert and escalation point for executive technology support. This role ensures seamless technology experiences for senior leaders through advanced troubleshooting, proactive planning, and close collaboration with infrastructure, security, and engineering teams.
Essential Functions:
- Serve as an on‑site support resource, providing in‑office technical support for executives, senior leaders, and their administrative assistants; delivering remote support when leaders are traveling - including participation in an on‑call rotation.
- Act as an escalation point and team lead to support and mentor Level 2 support staff
- Provide advanced support for Windows and macOS laptops, iOS mobile devices, and Avaya phones
- Troubleshoot complex issues across Outlook/Exchange, Microsoft Teams, Office 365, SharePoint, Intune, and custom business applications
- Diagnose advanced connectivity and authentication problems, including VPN, network access, and MFA
- Support executive conference room in tandem with a dedicated video conferencing team, including acting as eyes/feet on the ground as well as proactive testing and live event support
- Lead response and resolution for major incidents as well as manage change requests affecting executive users following customer ITSM processes
- Develop and maintain detailed technical documentation and support procedures
- Partner with internal IT teams and vendors to improve executive technology services
Education
- Four years of college resulting in a bachelor’s degree or equivalent
Certifications, Accreditations, Licenses
- ITIL Foundation certification (preferred)
- Microsoft 365, endpoint, or related technical certifications (preferred)
Experience
Special Knowledge, Skills, and Abilities
- Advanced expertise in Windows, macOS, iOS, and Microsoft 365 platforms
- Strong understanding of enterprise networking, identity, and security concepts
- Demonstrated experience supporting senior executives or highly visible users
- Ability to independently manage high‑pressure and business‑critical situations
- Strong leadership, mentoring, and collaboration skills
- Excellent written and verbal communication abilities
- Exceptional discretion, professionalism, and sound judgment
