Executive Support Technician

• Provide dedicated onsite IT support for executive users and their Executive Business Partners
• Respond rapidly to priority executive support requests in accordance with established service-level expectations
• Provide first-touch troubleshooting and resolution for macOS, account and access issues, SaaS applications, network connectivity, printing, peripherals, and other end-user technology
• Maintain ownership of executive issues through resolution, including coordinating with specialized teams such as AV, Identity & Access Management, or Engineering when escalation is required
• Communicate clearly and professionally with executive users, EBPs, and supporting technical teams throughout an incident
• Maintain a high level of discretion when working in executive spaces or handling potentially sensitive information
   

• Perform proactive technology checks for executive meeting and conference spaces ahead of scheduled leadership meetings
• Troubleshoot conferencing, displays, audio, connectivity, and other meeting-room technology
• Provide rapid onsite support when technical issues occur during executive meetings
• Coordinate with dedicated AV teams when advanced troubleshooting or escalation is required while maintaining ownership of the user experience
   

• Maintain staged loaner devices, chargers, adapters, peripherals, and other commonly required equipment to enable rapid replacement when appropriate
• Perform proactive checks and preparation designed to reduce avoidable executive technology disruptions
• Ensure required support equipment and commonly used replacement devices are available and ready for deployment
• Complete executive ticket follow-ups and readiness activities between priority support requests
   

• Follow established executive-support runbooks, escalation procedures, and service workflows
• Identify gaps, inefficiencies, or unclear steps within existing documentation and provide feedback for improvement
• Contribute to knowledge base articles, troubleshooting documentation, and support procedures based on recurring issues and lessons learned
• Maintain accurate ticket documentation, including response, arrival, escalation, and resolution information as required
• Provide clear handoffs between coverage periods to ensure continuity for active executive issues

• Minimum 3+ years of professional IT support, desktop support, or end-user computing experience
• 1+ year of experience supporting executives, Executive Business Partners, VIP users, or similarly high-touch customer environments
• Strong troubleshooting experience with macOS and enterprise end-user technology
• Experience supporting identity and access issues, SaaS applications, peripherals, wireless connectivity, printing, and hardware replacement
• Experience supporting conference-room and video-conferencing technology
• Experience working within established response-time or service-level expectations
• Ability to troubleshoot effectively and remain composed during high-visibility or time-sensitive incidents
• Strong written and verbal communication skills
• Demonstrated professionalism, discretion, and sound judgment when working around confidential or sensitive information
• Ability to independently prioritize work while maintaining ownership of active support issues
• Experience providing dedicated executive or C-suite technology support preferred
• Experience supporting enterprise collaboration and conferencing platforms preferred
• Familiarity with ITSM/ticketing systems and structured escalation workflows preferred
• Experience contributing to technical documentation, knowledge bases, or operational runbooks preferred

On-Camera Video Interview Notice:

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.