Associate Systems Engineer (In-Office)

Provide high-touch, customer-focused technology support for the CEO and Executive Leadership Team, coordinating with Executive Assistants and IT teams to resolve issues promptly and minimize business disruption. Apply systems engineering practices to configure, maintain, troubleshoot, and improve the devices, applications, connectivity, and collaboration technologies used by executive leadership. Assist in defining system requirements, evaluating compatibility, and investigating recurring issues to support secure, reliable technology across office, remote, and designated meeting locations., * Provides responsive, discreet technology support to the CEO and Executive Leadership Team, maintaining devices, Microsoft 365 applications, peripherals, and connectivity. Partners with Executive Assistants and IT teams to resolve and document requests under established security procedures. Supports onboarding, device replacement, and leadership and Board meetings, including readiness checks and onsite troubleshooting with AV and Conference Services.

• Supports EUT and Collaboration Services engineers with device and application deployments, configuration, troubleshooting, and Microsoft Teams Rooms support. Uses approved engineering tools and automation, validates changes, and minimizes service disruption.
• Prevents and resolves technology issues through proactive readiness checks, Executive Assistant check-ins, troubleshooting, and root cause analysis. Maintains support documentation and backup-device readiness; coordinates escalations and coverage with IT teams.
• Tests and evaluates technology using executive feedback, defined requirements, and compatibility and integration checks. Documents findings and researches products to support purchasing through established processes and improve reliability and usability.
• Maintains systems engineering and executive-support knowledge through training, professional resources, and team collaboration. Shares troubleshooting procedures to strengthen service consistency and backup coverage., The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Education Level: Bachelor’s Degree in Information Technology or Computer Science OR in lieu of a Bachelor’s degree, an additional 4 years of relevant work experience is required in addition to the required work experience., * Experience providing white-glove technology support to executives or other high-visibility business users; partnering with Executive Assistants; and supporting leadership or Board meetings.

• Hands-on experience with Microsoft 365, Teams and Teams Rooms, Windows devices, mobile devices, remote connectivity, and ServiceNow or a comparable IT service management platform.
• Experience with proactive technology checks, executive onboarding, device lifecycle support, approved scripting or automation, and support documentation. ITIL Foundation or relevant Microsoft or endpoint-support certifications preferred.

Knowledge, Skills and Abilities (KSAs)

• Knowledge of systems engineering tools, endpoint configuration, operating systems, and network troubleshooting.
• Knowledge of scripting, application configuration, web-based technologies, and approved automation tools.
• Proficient in Microsoft 365 applications, including Outlook, Teams, and executive collaboration tools.
• Ability to coordinate with Executive Assistants and technical teams, prioritize business-impacting issues, and follow through to resolution.
• Excellent written and verbal communication, customer service, discretion, and ability to explain technical issues to nontechnical users.
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case’s facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).