Desktop Support Specialist-Level II

Technical Support & Troubleshooting: Diagnose and resolve hardware, software, and network-issues across desktops, laptops, mobile devices, and AV equipment. Offer proactive maintenance-to prevent IT disruptions, including software updates and system optimizations. Manage and troubleshoot collaboration tools-(Microsoft Teams, Zoom, Slack, etc.) and productivity applications-(Microsoft 365, Google Workspace). Ensure secure and seamless remote access-for VIPs using VPNs, mobile device management (MDM), and security protocols.

Executive & VIP Support: Provide onsite and remote IT support-for board meetings, conferences, and high-profile events. Offer personalized IT concierge service, including tech training and proactive issue resolution. Manage and configure high-end AV equipment, conference room systems, and digital displays. Act as a trusted IT advisor, understanding VIPs- work styles and technology preferences. Understand and represent our client’s brand to VIP customers.

Asset & Incident Management: Validate the inventory of VIP devices, ensuring timely upgrades and replacements. Manage IT incidents and requests using a ServiceNow, prioritizing VIP needs. Coordinate with the Service Delivery Manager, vendors and internal teams-for escalations and advanced troubleshooting.

Security & Compliance: Ensure compliance with customer IT security policies, including data protection and device management. Educate VIP users on cybersecurity best practices-and implement multi-factor authentication (MFA). Work closely with customer security teams to monitor and mitigate risks-related to VIP IT usage.

Minimum Education/Certification/Experience Requirements: 5+ years-of experience in IT support, workplace technology, or a related field. Certifications such as ITIL, Microsoft Certified: Modern Desktop Administrator, Apple ACSP, or CompTIA A+. Experience supporting C-level executives-or high-profile clients and their administrative assistants. Background in enterprise-level corporate environments. Expertise in Windows, macOS, iOS, and Android-environments. Strong knowledge of networking, VPNs, and enterprise security-practices. Experience with ITSM tools-(ServiceNow, Jira, etc.) and remote troubleshooting tools. Exceptional customer service, problem-solving, and communication-skills. Ability to handle high-pressure situations-and deliver solutions quickly.

Preferred Education/Certification/Experience: Familiarity with AV systems, video conferencing solutions, and executive meeting room technology.