Senior IT Technical Support

The Executive IT Support Specialist (White Glove / VIP Support) is a high-visibility, customer-focused role responsible for delivering exceptional technical support to executive leadership, senior management, and key business stakeholders. Acting as the face of IT across the organization, this role ensures a seamless technology experience, proactive issue resolution, and a high standard of professionalism. The specialist combines deep technical knowledge with outstanding communication skills, representing the IT department with excellence.

Key Responsibilities

VIP & White Glove Support (Primary Responsibility)

• Provide personalized, premium-level support to executives, senior leaders, and VIP users.
• Offer on-site, remote, and direct support during critical meetings, presentations, town halls, and executive sessions.

• Manage and proactively maintain VIP devices: laptops, mobile phones, conferencing equipment, peripherals, and collaboration tools.

• Prioritize urgent VIP incidents and ensure immediate, high-quality resolution.
• Track recurring issues and propose long-term solutions to enhance the VIP technology experience.
• Ensure confidentiality and discretion when handling sensitive data and executive workflows.

Serve as the Face of IT

• Represent the IT Support organization professionally to employees across all levels of the business.
• Build trust through clear communication, ownership, and proactive engagement.
• Participate in cross-department interactions, reinforcing IT’s role as a strategic, service-oriented partner.

• Provide updates, insights, and feedback to IT leadership regarding user sentiment and technology challenges.

• Promote IT initiatives, policies, and best practices in a friendly, approachable manner.
• Drive a culture of service excellence, customer focus, and reliability.

Technical Support & Troubleshooting

• Deliver Tier 2 support for hardware, software, networking, collaboration tools (Teams, Zoom), and

workplace technologies.

• Diagnose complex issues and coordinate with internal IT teams (End-Client Architecture, Security,

Networking, Applications) to ensure timely resolution.

• Perform workstation deployments, upgrades, imaging, and configuration.
• Support meetings, video conferencing rooms, and all AV/VC equipment.
• Maintain accurate documentation in ticketing systems and follow ITIL-aligned processes.

Operational Excellence

• Maintain strong knowledge of company systems, services, and device standards.
• Track and maintain assigned IT assets ensuring proper lifecycle, inventory accuracy, and compliance.
• Follow all IT policies, security standards, and operational procedures.
• Contribute to continuous improvement of support processes and playbooks.
• Provide clear written communication, including follow-ups, user updates, and internal documentation.

Qualifications & Experience

• 6+ years of experience in IT Support / Service Desk / Deskside Support roles in corporate or enterprise environments.

• 3+ years of experience directly supporting executives, board members, and other VIPs.
• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• Strong understanding of networking and network troubleshooting.
• Demonstrated experience supporting executives, management, or VIP users.
• Expertise in Windows, Microsoft 365, Zoom, and iOS platforms.
• Strong knowledge of Windows/Mac OS, Microsoft 365, Teams, mobile OSs, laptops, AV systems, and

enterprise tools.

• Excellent communication, patience, and customer service orientation.
• Ability to work under pressure, manage multiple priorities, and handle sensitive information.
• Professional presence and polished interpersonal skills.

Preferred Qualifications:

• Certifications such as CompTIA A+, Network+, ITIL Foundations, or Microsoft/Apple credentials.
• Experience supporting executive meetings, board sessions, and off-sites.
• Background in ITSM or Agile environments focused on service improvement.

Key Competencies

• High service orientation and empathy.
• Strong sense of ownership and accountability.
• Professional communication (verbal, written, and in-person).
• Technical troubleshooting excellence.
• Discretion and confidentiality.
• Proactive problem solving.
• Ability to calmly handle high-pressure scenarios.