Information Technology Support Specialist
hace 16 horas
Norfolk
Executive Deskside Support Engineer Role: Executive Deskside Support Engineer, End User Computing / Workplace Services Location – Des Moines, IA (no remote option) Key Responsibilities Executive & VIP Support • Provide dedicated deskside and remote technical support for executives and designated VIP users., • Deliver a white-glove support experience, ensuring issues are handled with urgency, professionalism, and minimal disruption., • Take end-to-end ownership of executive incidents and service requests through resolution., • Provide proactive technical assistance before critical meetings, executive presentations, and leadership events., • Coordinate with infrastructure, network, security, application, collaboration, and vendor teams when issues require escalation., • Maintain clear communication with executive users throughout incident resolution., • Ensure appropriate follow-up after resolution to confirm services are functioning as expected. Desktop & Endpoint Support Provide advanced troubleshooting and support for: • Windows 10/11 laptops and desktops, • Microsoft Surface and other enterprise endpoint devices, • Hardware and peripheral issues, • Docking stations and monitors, • Printers and scanners, • Headsets, webcams, keyboards, and other peripherals, • Device performance and operating system issues, • Software installation and troubleshooting, • Device replacement, refresh, and migration activities Support device provisioning, configuration, diagnostics, repair coordination, and replacement as required. Microsoft 365 Support Provide advanced user support for: • Microsoft Outlook, • Microsoft Teams, • OneDrive for Business, • SharePoint Online, • Microsoft Word, • Microsoft Excel, • Microsoft PowerPoint, • Microsoft Edge Troubleshoot issues involving Outlook profiles, mailbox access, Teams meetings, OneDrive synchronization, Microsoft 365 applications, authentication, and related end-user services. Mobile Device Support • Support executive smartphones and tablets, including iPhone, iPad, and enterprise-supported Android devices., • Troubleshoot corporate email, Microsoft Teams, authentication, certificates, Wi-Fi, and other approved business applications., • Support device enrollment and mobile device management processes., • Assist with device replacements, upgrades, and migrations., • Coordinate with mobility and security teams for complex mobile-device issues. Executive Meeting & Conference Room Support • Provide proactive support for executive meetings, leadership sessions, and critical presentations., • Validate conference room technology before high-profile meetings where required., • Troubleshoot Microsoft Teams meeting connectivity, audio, video, displays, cameras, microphones, and presentation-sharing issues., • Provide rapid onsite intervention for executive meeting-room issues., • Coordinate with AV and collaboration teams for advanced conference-room incidents. Identity, Access & Connectivity Troubleshoot common end-user issues involving: • Microsoft Entra ID authentication, • Multi-factor authentication, • Windows login, • VPN connectivity, • Corporate Wi-Fi, • Wired network connectivity, • Password and account-related issues, • Remote-access services Work with identity, networking, and security teams when advanced troubleshooting or privileged changes are required. Incident & Service Management • Create, update, and manage executive support tickets in the organization's ITSM platform., • Maintain accurate troubleshooting notes and resolution details., • Ensure executive incidents receive appropriate prioritization under established ITSM procedures., • Escalate high-impact or recurring issues to appropriate technical teams., • Participate in Major Incident Management when executive services are impacted., • Identify recurring executive support issues and recommend permanent corrective actions., • Maintain executive-support knowledge articles, SOPs, and troubleshooting documentation. Executive Onboarding & Offboarding Provide technology support for executive onboarding, transfers, and departures, including: • Laptop and endpoint preparation, • Mobile device setup, • Microsoft 365 configuration, • Access validation, • Peripheral and workspace setup, • Conference and collaboration tool readiness Coordinate across relevant teams to ensure executive technology is operational when required. Security & Confidentiality • Maintain strict confidentiality when handling executive devices, data, communications, and support requests., • Follow organizational cybersecurity, privacy, and data-handling policies., • Ensure devices remain compliant with endpoint-security requirements., • Immediately escalate suspected security incidents through established security procedures., • Maintain appropriate chain of custody and handling procedures for executive equipment where applicable. Required Technical Skills End-User Computing • Windows 10/11, • Microsoft Surface and enterprise laptop/desktop hardware, • Device drivers and peripherals, • Printing and scanning, • Remote desktop/support tools, • Endpoint troubleshooting Microsoft 365 • Outlook, • Teams, • OneDrive, • SharePoint, • Word, • Excel, • PowerPoint Endpoint Management Hands-on experience with technologies such as: • Microsoft Intune, • Microsoft Configuration Manager, • Windows Autopilot, • Enterprise endpoint security tools Mobility • iOS/iPhone/iPad, • Android, • Mobile Device Management, • Corporate email and Teams configuration, • Mobile authentication and connectivity troubleshooting Networking Working knowledge of: • TCP/IP, • DNS, • DHCP, • VPN, • Wi-Fi, • LAN connectivity, • Network troubleshooting fundamentals Identity & Security Working knowledge of: • Microsoft Entra ID, • Multi-factor authentication, • Windows authentication, • BitLocker, • Endpoint security fundamentals Executive Support Competencies The candidate must demonstrate: • Excellent customer-service orientation, • Executive presence and professional communication, • Ability to remain calm during urgent or high-pressure situations, • Strong sense of ownership and accountability, • Excellent troubleshooting and analytical skills, • Ability to communicate technical issues clearly to non-technical executives, • Strong prioritization and time-management skills, • High level of discretion and confidentiality, • Ability to coordinate rapidly across multiple technology teams, • Strong attention to detail, • Proactive rather than purely reactive support mindset Preferred Qualifications • 5–8+ years of enterprise deskside/EUC support experience., • Demonstrated experience supporting C-suite, senior executives, or VIP users., • Experience in a large enterprise or managed-services environment., • Experience supporting executive meetings and conference-room technology., • Hands-on experience with Microsoft 365, Windows, Intune, and enterprise endpoint technologies., • Experience with ServiceNow, ManageEngine ServiceDesk Plus, or a comparable ITSM platform., • Relevant Microsoft endpoint or Microsoft 365 certifications are preferred., • ITIL Foundation certification is an advantage. Success Measures Performance in this role should focus on: • Executive user experience and satisfaction, • Responsiveness to priority incidents, • End-to-end ticket ownership, • Incident restoration and resolution, • Repeat-incident reduction, • Meeting and event technology readiness, • Accurate ticket documentation, • Successful executive onboarding/device refresh, • Compliance with security and ITSM processes