Desktop Support Specialist

The Executive Leadership and Headquarters IT Support Specialist provides dedicated, high-touch IT support to the customer C-suite, executive leadership team, and employees based at the company’s headquarters. This role delivers a white-glove support experience across a broad range of technology needs, ensuring issues are resolved quickly, thoroughly, and with minimal disruption. Success requires a strong combination of technical expertise, sound judgment, discretion, communication skills, empathy, and patience. The specialist will also partner closely with the Microsoft 365, Endpoint, and Service Desk teams to support, manage, and improve costomer’s IT environment. Key Responsibilities

• Provide dedicated IT support to the executive leadership team and headquarters employees.
• Deliver white-glove service by resolving technical issues promptly, professionally, and completely.
• Troubleshoot hardware, software, mobile device, connectivity, collaboration, and access-related issues.
• Create documentation and provide hands-on training for new systems, tools, and features.
• Support the rollout of new hardware and software, incorporating feedback from executive users.
• Partner with the Service Desk to create and maintain knowledge base articles.
• Identify recurring hardware and software issues and advise IT leadership on trends, risks, and improvement opportunities.
• Partner with the Microsoft 365 team to support the administration and maintenance of SharePoint, Active Directory, Exchange, Microsoft Teams, and related services, with the team providing technical guidance and escalation support as needed.
• Serve as an advanced escalation point for complex Service Desk issues at approximately Tier 2.5 support.
• Collaborate with the Endpoint team to support Windows, macOS, Android, and iOS devices, while relying on the team for platform expertise, advanced troubleshooting, and support with upgrades and device management.
• Provide recommendations and user feedback related to device standards, upgrades, and technology improvements.
• Coordinate with internal IT teams and vendors to ensure executive issues receive appropriate priority and follow-through.

• Strong interpersonal skills, with demonstrated empathy, patience, professionalism, and discretion.
• Ability to remain calm and resourceful while resolving high-priority issues under pressure.
• Advanced web research skills and the ability to quickly identify reliable technical solutions.
• Exceptional verbal and written communication skills.
• Strong knowledge of Windows 10 and 11, macOS, iOS, and Android.
• Solid understanding of PC, Mac, and mobile device hardware.
• Working knowledge of Microsoft 365 applications and services.
• Familiarity with remote support and management tools such as BeyondTrust Remote Support, formerly Bomgar, and Client vPro.
• Demonstrated critical-thinking, troubleshooting, and problem-solving skills.

• Ability to manage multiple priorities while maintaining a high standard of service. Preferred Qualifications

• Microsoft 365 administration experience.
• Previous experience in a help desk, technical support, hospitality, restaurant, or retail environment.
• Experience creating reports and dashboards in ServiceNow.