IT Support Tech - White Glove

Put your technical support skills to use for the C-suite by providing on-site and remote support for computers, mobile devices, phones, Microsoft 365 applications, collaboration tools, conference room technology, network connectivity, and approved business system. Enjoy the convenience of free parking and a relaxed, business casual dress code-jeans are welcome. If you thrive in a fast-paced, dynamic environment and are passionate about tech solutions that keep leaders connected and productive, we want to hear from you!, * Provide responsive on-site and remote technical hardware/software support for C-suite executives, senior leaders, and designated VIP users.

• Identify and resolve computer, notebook, mobile device, phone, printer, peripheral, network, VPN, Microsoft 365, Teams, Outlook, and collaboration tool issues through discussions with users and hands-on troubleshooting.
• Provide first and second level support for identifying, researching, and resolving client/server, application, connectivity, and endpoint issues.
• Identify, research, and resolve complex technical problems while minimizing disruption to executive schedules and business operations.
• Support executive meetings, presentations, Teams meetings, video conferences, and conference room technology to ensure equipment is functioning properly for key meetings and leadership events.
• Serve as a technical escalation point for executive-impacting incidents and coordinate with infrastructure, security, applications, and service desk teams as needed.
• Document, track, monitor, and update support requests in the work order system to ensure timely resolution and accurate communication.
• Monitor executive and leadership support tickets, prioritize urgent issues, and escalate tickets at risk of missing SLA expectations.
• Configure, maintain, refresh, and support executive desktops, laptops, mobile devices, and peripherals in accordance with company standards.
• Ensure company computer standards, IT policies, access procedures, and security protocols are followed.
• Maintain confidentiality and discretion when supporting executives and handling sensitive company information.
• Communicate clearly and professionally with users at all levels of responsibility, including senior leadership.
• Assist with training, mentoring, and supporting Tier 1 technicians on advanced troubleshooting and executive support expectations.
• Serve as a liaison between executive users, business leadership, and IT regarding technology needs, recurring issues, and support improvements.

• 5+ years of relevant hands-on technical support experience preferred, including Tier II/III, senior-level, VIP, or executive support experience.
• Associate degree in Computer Science, Information Technology, or related field required; Bachelor degree preferred.
• Microsoft MCP, Microsoft 365, Windows, CompTIA A+, Network+, or equivalent certification preferred.
• Strong working knowledge of Windows 11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, mobile email, endpoint devices, and standard business productivity tools.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, wireless connectivity, and network configurations related to desktop and notebook support.
• Ability to diagnose and repair PC, notebook, mobile device, printer, peripheral, and conference room technology issues.
• Ability to resolve multiple first and second level client hardware/software technical problems independently and professionally.
• Experience with ticketing/work order systems such as ServiceNow, remote support tools, endpoint management tools, and backup or recovery tools preferred.
• Basic scripting knowledge, including PowerShell, preferred.
• Ability to handle a fast-paced, dynamic environment with shifting priorities, urgent requests, and high-visibility user support needs.
• Ability to get along well and deal professionally with people at all levels of responsibility, including C-suite executives and senior leadership.
• Excellent written and verbal communication skills with strong documentation, follow-up, and organizational habits.
• Strong confidentiality, judgment, customer service, problem-solving, and critical thinking skills.
• Regularly required to sit, stand, stoop, bend, crawl and walk. Ability to lift computers, weight up to 50 pounds.

Desired Skills & Experience

• Experience in a manufacturing environment is a plus.
• Prior Tier II/III or senior-level support experience preferred.
• Microsoft MCP or equivalent certification preferred.
• Dell, MAC, iOS, ServiceNow