About The Role

The Executive Support Technician provides dedicated, high-touch technology support to executive leadership and the executive support environment. The position serves as the primary point of contact for executive technology needs and delivers timely, discreet, professional, and highly reliable support across computers, mobile devices, collaboration platforms, conference-room technology, connectivity, and supported applications.

Executive support is the primary responsibility. When executive demand does not require immediate attention, the technician assists the broader IT Service Delivery organization with printer support, Service Desk incidents and requests, endpoint deployments, device refreshes, hardware lifecycle activities, operational coverage, and assigned technology initiatives.

The role requires a technically versatile professional who can work independently, remain composed during high-priority situations, communicate effectively with executives and executive assistants, and coordinate resolution across Network, Cybersecurity, Infrastructure, Telecommunications, AV, Service Desk, Device Support, and other technical teams. The technician maintains ownership from initial contact through resolution.

Essential Duties and Responsibilities

1 - Executive and VIP Technology Support

· Serve as the primary IT support resource for executive leadership, executive assistants, and designated executive areas.
· Provide white-glove in-person, remote, and telephone support with urgency, discretion, and professionalism.
· Build trusted working relationships with executives, assistants, administrative staff, security personnel, and technical partners.
· Troubleshoot technology issues while minimizing interruption to executive responsibilities, meetings, communications, and business activities.
· Maintain ownership of executive incidents and requests through resolution, including when another technical team must assist.
· Communicate progress, risks, dependencies, and next actions clearly and appropriately.
· Protect sensitive information encountered while supporting executive users and environments.

2 - Endpoint and Peripheral Support

· Install, configure, troubleshoot, maintain, replace, and support Windows and macOS computers.
· Support desktops, laptops, docking stations, monitors, printers, label printers, and other approved peripherals.
· Perform routine maintenance, software updates, configuration changes, hardware replacements, deployments, refreshes, upgrades, moves, and decommissioning.
· Ensure replacement and upgraded devices are configured correctly and transitioned with minimal disruption.
· Maintain accurate documentation of assigned equipment, repairs, replacements, and device disposition.
· Assist with testing and validation of new devices, operating systems, software, and technical solutions.

3 - Mobile Device and Mobility Support

· Configure and troubleshoot smartphones, tablets, approved mobile applications, mobile-device management, corporate access, and secure connectivity.
· Assist with device replacements, upgrades, carrier-related issues, and transitions.
· Troubleshoot mobile email, calendar, collaboration, authentication, VPN, synchronization, and application integration.
· Coordinate with Telecommunications, Cybersecurity, application, and infrastructure teams when advanced assistance is required.

4 - Microsoft 365 and Collaboration Support

· Provide advanced support for Microsoft Outlook, Teams, Microsoft 365 applications, Zoom, WebEx, and mobile synchronization.
· Support email, calendar delegation, shared workflows, access, and cross-platform synchronization involving executives and their assistants.
· Engage messaging, identity, Microsoft 365, or application subject-matter experts when advanced support is required.

5 - Executive Meeting, AV, and Event Support

· Prepare, test, and support executive offices, conference rooms, leadership meetings, forums, and special events.
· Support displays, microphones, speakers, cameras, video-conferencing equipment, and presentation technology.
· Perform readiness checks before high-priority meetings and establish practical backup options.
· Respond quickly to meeting-access, audio, video, presentation, platform, and connectivity problems.
· Coordinate with AV, Collaboration, Network, and Telecommunications teams while retaining communication and follow-through.

6 - Connectivity and Access Support

· Troubleshoot Wi-Fi, VPN, remote access, multifactor authentication, application access, and general connectivity issues.
· Provide basic network troubleshooting in offices, remote locations, executive areas, and other approved environments.
· Escalate advanced network, infrastructure, security, or access issues appropriately while remaining engaged until resolution, an approved workaround, or formal transfer of ownership.

7 - Printer and General Device Support

· Provide installation, deployment, troubleshooting, maintenance, and coordination support for printers in executive areas.
· Support printer initiatives across the organization as assigned.
· Assist with computers, mobile technology, supported software, label printers, and peripherals used in clinical and administrative areas.
· Collaborate with IT, Clinical Engineering, vendors, and other teams to resolve complex device issues.

8 - Service Desk and Operational Support

· When executive support does not require immediate attention, monitor and assist with assigned Service Desk incidents and requests.
· Resolve work within assigned access, knowledge, and support scope while following priority, escalation, documentation, and service-level expectations.
· Support endpoint deployments, hardware refreshes, incident resolution, technology projects, and other IT Service Delivery activities.
· Serve as a cross-trained backup for Device Support, Service Desk, and related functions to maintain continuity during workload increases, staff absences, or special initiatives.

9 - Security, Compliance, and Safety

· Configure and support devices and access in accordance with organizational IT and security policies.
· Follow applicable privacy, HIPAA, safety, infection-prevention, and equipment-handling requirements.
· Partner with Cybersecurity for authentication, secure connectivity, access, and identified security concerns.
· Escalate potential security risks promptly and do not bypass established controls.
· Exercise discretion with confidential executive, operational, employee, and patient-related information.

10 - Documentation and Continuous Improvement

· Document incidents, requests, troubleshooting, resolutions, hardware changes, and follow-up actions accurately.
· Create and maintain technical documentation, knowledge articles, support instructions, and standard operating procedures.
· Identify recurring issues, operational risks, support gaps, and inefficient processes; recommend corrective actions.
· Share knowledge, cross-train support personnel, and participate in pilots, rollouts, upgrades, and assigned initiatives.

11 - After-Hours and On-Call Support

· Participate in assigned evening, weekend, event, and on-call coverage.
· Carry and monitor the designated Executive Support phone during assigned coverage periods.
· Respond promptly to urgent issues affecting executives, leadership meetings, communications, or high-priority activities.
· Coordinate escalation and technical assistance while maintaining clear communication with the affected executive or designated contact.

Required Qualifications

· Bachelor's degree, relevant technical education, or an appropriate combination of technical certifications and professional experience.
· Substantial professional experience supporting enterprise endpoints, mobile devices, applications, and users.
· Strong working knowledge of Windows, Microsoft 365, Outlook, Teams, and common desktop applications.
· Experience supporting smartphones, tablets, mobile applications, and mobile-device management.
· Working knowledge of macOS, VPN, multifactor authentication, Wi-Fi, remote connectivity, and access controls.
· Experience supporting video-conferencing, conference-room, presentation, or AV technologies.
· Experience using an enterprise ticketing platform such as ServiceNow or Remedy.
· Strong troubleshooting, prioritization, organizational, customer service, and written and verbal communication skills.
· Ability to work independently, coordinate effectively across multiple technical teams, maintain confidentiality, and exercise sound judgment.
· Ability to work onsite and provide assigned after-hours or on-call coverage.
· Ability to move equipment weighing up to 50 pounds and to stand, walk, bend, and travel between support locations as required.

Preferred Qualifications

· Experience providing dedicated executive, VIP, or concierge-level technical support.
· Experience in a healthcare, hospital, or similarly complex enterprise environment.
· Familiarity with Microsoft Intune, AirWatch, or comparable enterprise device-management technology.
· Experience with telecom services, mobile carriers, calling plans, and mobile-device provisioning.
· Experience supporting both Windows and macOS computers.
· Familiarity with AV systems and collaboration engineering environments.
· Relevant technical certifications such as CompTIA A+, Network+, Security+, or equivalent qualifications.
· Experience with executive events, endpoint lifecycle management, printer services, deployments, and refresh initiatives.

Core Competencies

Executive presence and professional judgment
Confidentiality and discretion
Customer service and relationship management
Technical versatility and critical thinking
Ownership, escalation, and follow-through
Composure under pressure
Clear and concise communication
Cross-functional coordination
Prioritization and time management
Adaptability and cross-training
Process adherence
Accurate documentation

Work Environment

Work is performed in executive, administrative, technical, clinical, patient-care, event, and remote-support environments. The position may involve exposure to powered equipment, patient-care locations, infectious materials, or biohazards. The employee must comply with applicable safety and infection-control practices and use required personal protective equipment.

The role requires frequent movement between support areas, extended periods of standing or walking, equipment handling, and occasional local travel. Evening, weekend, event, and on-call availability may be required.

Measures of Success

· Executive issues are handled promptly, professionally, and discreetly.
· Technology disruption to executive meetings and responsibilities is minimized.
· The technician maintains ownership and communicates effectively during escalations.
· Devices, mobile technology, collaboration platforms, and meeting environments remain reliable and supportable.
· Tickets and support records are complete and accurate.
· Security and operational procedures are followed consistently.
· Available capacity is used productively to support broader IT Service Delivery priorities.
· Trusted relationships are developed without creating dependency on undocumented or nonstandard practices.