info way solutionsPlano, TX
Deskside Support Engineer
Deskside Support Engineer
Deskside Support Engineer
info way solutionsPlano, TX
yesterday
Computer User Support SpecialistsExecutive Secretaries and Executive Administrative AssistantsNetwork and Computer Systems Administrators
Apply for this role (opens in a new tab)Executive Deskside Support Engineer
Role: Executive Deskside Support Engineer, End User Computing / Workplace Services
Location: Des Moines, IA (no remote option)
Key Responsibilities:
- Executive & VIP SupportProvide dedicated deskside and remote technical support for executives and designated VIP users.
- Deliver a white-glove support experience, ensuring issues are handled with urgency, professionalism, and minimal disruption.
- Take end-to-end ownership of executive incidents and service requests through resolution.
- Provide proactive technical assistance before critical meetings, executive presentations, and leadership events.
- Coordinate with infrastructure, network, security, application, collaboration, and vendor teams when issues require escalation.
- Maintain clear communication with executive users throughout incident resolution.
- Ensure appropriate follow-up after resolution to confirm services are functioning as expected.
- Desktop & Endpoint SupportProvide advanced troubleshooting and support for:
- Windows 10/11 laptops and desktops
- Microsoft Surface and other enterprise endpoint devices
- Hardware and peripheral issues
- Docking stations and monitors
- Printers and scanners
- Headsets, webcams, keyboards, and other peripherals
- Device performance and operating system issues
- Software installation and troubleshooting
- Device replacement, refresh, and migration activities
- Support device provisioning, configuration, diagnostics, repair coordination, and replacement as required.
- Microsoft 365 SupportProvide advanced user support for:
- Microsoft Outlook
- Microsoft TeamsOneDrive for Business
- SharePoint Online
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPointMicrosoft Edge
- Troubleshoot issues involving Outlook profiles, mailbox access, Teams meetings, OneDrive synchronization, Microsoft 365 applications, authentication, and related end-user services.
Mobile Device Support:
- Support executive smartphones and tablets, including iPhone, iPad, and enterprise-supported Android devices.
- Troubleshoot corporate email, Microsoft Teams, authentication, certificates, Wi-Fi, and other approved business applications.
- Support device enrollment and mobile device management processes.
- Assist with device replacements, upgrades, and migrations.
- Coordinate with mobility and security teams for complex mobile-device issues.
- Executive Meeting & Conference Room SupportProvide proactive support for executive meetings, leadership sessions, and critical presentations.
- Validate conference room technology before high-profile meetings where required.
- Troubleshoot Microsoft Teams meeting connectivity, audio, video, displays, cameras, microphones, and presentation-sharing issues.
- Provide rapid onsite intervention for executive meeting-room issues.
- Coordinate with AV and collaboration teams for advanced conference-room incidents.
- Identity, Access & Connectivity
- Troubleshoot common end-user issues involving:
- Microsoft Entra ID authentication
- Multi-factor authenticationWindows loginVPN connectivity
- Corporate Wi-FiWired network connectivity
- Password and account-related issues
- Remote-access services
- Work with identity, networking, and security teams when advanced troubleshooting or privileged changes are required.
Incident & Service Management:
- Create, update, and manage executive support tickets in the organization's ITSM platform.
- Maintain accurate troubleshooting notes and resolution details.
- Ensure executive incidents receive appropriate prioritization under established ITSM procedures.
- Escalate high-impact or recurring issues to appropriate technical teams.
- Participate in Major Incident Management when executive services are impacted.
- Identify recurring executive support issues and recommend permanent corrective actions.
- Maintain executive-support knowledge articles, SOPs, and troubleshooting documentation.
- Executive Onboarding & Offboarding
- Provide technology support for executive onboarding, transfers, and departures, including:
- Laptop and endpoint preparation
- Mobile device setup
- Microsoft 365 configuration
- Access validation
- Peripheral and workspace setup
- Conference and collaboration tool readiness
- Coordinate across relevant teams to ensure executive technology is operational when required.
Security & Confidentiality:
- Maintain strict confidentiality when handling executive devices, data, communications, and support requests.
- Follow organizational cybersecurity, privacy, and data-handling policies.
- Ensure devices remain compliant with endpoint-security requirements.
- Immediately escalate suspected security incidents through established security procedures.
- Maintain appropriate chain of custody and handling procedures for executive equipment where applicable.
- Required Technical SkillsEnd-User Computing
- Windows 10/11 Microsoft Surface and enterprise laptop/desktop hardware
- Device drivers and peripherals
- Printing and scanning
- Remote desktop/support tools
- Endpoint troubleshooting
- Microsoft 365 Outlook
- TeamsOneDriveSharePointWordExcelPowerPointEndpoint Management
- Hands-on experience with technologies such as:
- Microsoft Intune
- Microsoft Configuration Manager
- Windows Autopilot
- Enterprise endpoint security tools
- MobilityiOS/iPhone/iPadAndroidMobile Device Management
- Corporate email and Teams configuration
- Mobile authentication and connectivity troubleshooting
- NetworkingWorking knowledge of:
- TCP/IPDNSDHCPVPNWi-FiLAN connectivity
- Network troubleshooting fundamentals
- Identity & Security
- Working knowledge of:
- Microsoft Entra IDMulti-factor authenticationWindows authentication
- BitLockerEndpoint security fundamentals
- Executive Support Competencies
- The candidate must demonstrate:
- Excellent customer-service orientation
- Executive presence and professional communication
- Ability to remain calm during urgent or high-pressure situations
- Strong sense of ownership and accountability
- Excellent troubleshooting and analytical skills
- Ability to communicate technical issues clearly to non-technical executives
- Strong prioritization and time-management skills
- High level of discretion and confidentiality
- Ability to coordinate rapidly across multiple technology teams
- Strong attention to detail
- Proactive rather than purely reactive support mindset
- Preferred Qualifications5–8+ years of enterprise deskside/EUC support experience.
- Demonstrated experience supporting C-suite, senior executives, or VIP users.
- Experience in a large enterprise or managed-services environment.
- Experience supporting executive meetings and conference-room technology.
- Hands-on experience with Microsoft 365, Windows, Intune, and enterprise endpoint technologies.
- Experience with Service
- Now, ManageEngine Service
- Desk Plus, or a comparable ITSM platform.
- Relevant Microsoft endpoint or Microsoft 365 certifications are preferred.
- ITIL Foundation certification is an advantage.
- Success Measures
- Performance in this role should focus on:
- Executive user experience and satisfaction
- Responsiveness to priority incidents
- End-to-end ticket ownership
- Incident restoration and resolution
- Repeat-incident reduction
- Meeting and event technology readiness
- Accurate ticket documentation
- Successful executive onboarding/device refresh
- Compliance with security and ITSM processes
Also on the board Same function, level within a rung
Level
Senior
Location
Plano, TX
Occupation
Computer User Support Specialists
Industry
Computer Systems Design Services
Posted
yesterday