Bachelor's degree, relevant technical training, certifications, or equivalent hands-on IT support experience.
Proven experience supporting end users, desktops, laptops, mobile devices, applications, and enterprise technology environments.
Strong knowledge of Windows, Microsoft 365, Outlook, Teams, macOS, VPNs, Wi-Fi, multifactor authentication, and remote access technologies.
Experience troubleshooting smartphones, tablets, mobile applications, device management tools, and audio/visual or conference room technology.
Familiarity with enterprise ticketing systems such as ServiceNow, Remedy, or similar support platforms.
Excellent troubleshooting, communication, customer service, and organizational skills, with the ability to manage multiple priorities independently.
Ability to collaborate across technical teams, handle sensitive information with discretion, and make sound decisions in a fast-paced environment.
Willingness to work onsite, participate in after-hours/on-call support as needed, and travel between support locations.
Ability to lift and move equipment up to 50 pounds and perform the physical activities required to support end-user technology.
Plusses:
Experience providing white-glove technical support to executives, VIPs, and senior leadership in a fast-paced enterprise environment.
Background supporting technology within healthcare, hospital, or other large, complex organizations.
Strong knowledge of endpoint management, including device provisioning, lifecycle management, refresh projects, and mobile device management platforms such as Intune, AirWatch, or similar tools.
Experience supporting Windows and macOS environments, mobile devices, telecom services, wireless carriers, and enterprise collaboration technologies.
Familiarity with AV systems, conference room technology, and event support for executive and corporate meetings.
Relevant technical certifications such as CompTIA A+, Network+, Security+, or equivalent industry credentials are preferred.
Experience supporting printer services, hardware deployments, and other end-user technology initiatives across the organization
Day-to-Day:
Executive & VIP Support:Serve as the primary technology support resource for executives and their teams, providing white-glove assistance for hardware, software, connectivity, communication, and meeting-related issues while maintaining discretion, professionalism, and ownership through resolution.
Endpoint & Device Support:Install, configure, troubleshoot, maintain, and replace Windows and macOS devices, peripherals, and related technology while supporting deployments, refreshes, upgrades, moves, and equipment lifecycle management.
Mobile Device Support:Support smartphones, tablets, mobile applications, device management platforms, secure access, and carrier-related services, ensuring reliable connectivity and functionality for end users.
Microsoft 365 & Collaboration Tools:Provide advanced support for Outlook, Teams, Microsoft 365 applications, Zoom, WebEx, email, calendars, delegation, and collaboration workflows across desktop and mobile platforms.
Executive Meeting & AV Support:Prepare, test, and support executive meetings, conference rooms, and special events, including video conferencing, presentation systems, audio/visual equipment, and meeting technology readiness.
Connectivity & Access Management:Troubleshoot VPN, Wi-Fi, multifactor authentication, remote access, application access, and general connectivity issues while coordinating with infrastructure, security, and networking teams as needed.
Printer & Peripheral Support:Install, maintain, and troubleshoot printers, label printers, and other end-user technology across executive, administrative, and operational environments.
Service Desk & IT Operations:Support Service Desk activities, incident resolution, hardware deployments, technology projects, and cross-functional IT initiatives while adhering to established service levels and support processes.
Security & Compliance:Ensure all devices, systems, and access controls align with organizational security, privacy, HIPAA, and compliance standards while protecting sensitive business and executive information.
Documentation & Process Improvement:Maintain accurate documentation of incidents, resolutions, hardware changes, knowledge articles, and procedures while identifying opportunities to improve support processes and user experience.
After-Hours & On-Call Support:Participate in on-call rotations, executive support coverage, and critical issue response, providing timely assistance for high-priority business, communication, and meeting-related technology needs.
