Associate Systems Engineer (In-Office)

CareFirst•Columbia, MD

12h•Onsite

About The Position

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. The role supports executive devices, Microsoft 365 applications, peripherals, connectivity, onboarding, device replacement, leadership and Board meetings, and Microsoft Teams Rooms. It works with EUT and Collaboration Services engineers on deployments, configurations, troubleshooting, approved engineering tools, and automation. The position also conducts readiness checks and root cause analysis, maintains documentation and backup-device readiness, coordinates escalations and coverage, and tests and evaluates technology based on defined requirements, compatibility, integration checks, and executive feedback. The associate maintains relevant knowledge through training and collaboration, and shares troubleshooting procedures to strengthen service consistency and backup coverage. This position has no direct reports but may informally lead teams in a matrix environment. It requires local travel between CareFirst locations and designated executive-support sites multiple times weekly, based on business needs. Quarterly travel for leadership and Board meetings may require overnight stays of up to three days per trip. The associate is primarily seated, with occasional walking or standing; regular use of hands for writing, typing, keying, and handling small objects; frequent talking and hearing; and occasional lifting of up to 25 pounds. The candidate must be eligible to work in the U.S. without sponsorship.

Requirements

Bachelor's degree in Information Technology or Computer Science, or an additional four years of relevant work experience in lieu of a bachelor's degree.
Knowledge of systems engineering tools, endpoint configuration, operating systems, and network troubleshooting.
Knowledge of scripting, application configuration, web-based technologies, and approved automation tools.
Proficiency 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.
Ability to meet established deadlines and handle multiple customer service demands from internal and external customers within service expectations.
Ability to communicate effectively and provide positive customer service to internal and external customers, including demanding or challenging customers.
Must be eligible to work in the U.S. without sponsorship.
Must immediately disclose any debarment, exclusion, or other event that makes the individual ineligible to perform work directly or indirectly on Federal health care programs.
Local travel between CareFirst locations and designated executive-support sites multiple times weekly, based on business needs; quarterly travel for leadership and Board meetings may involve overnight stays of up to three days per trip.

Nice To Haves

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.

Responsibilities

Provide responsive, discreet technology support to the CEO and Executive Leadership Team, maintaining devices, Microsoft 365 applications, peripherals, and connectivity.
Partner with Executive Assistants and IT teams to resolve and document requests under established security procedures.
Support onboarding, device replacement, and leadership and Board meetings, including readiness checks and onsite troubleshooting with AV and Conference Services.
Support EUT and Collaboration Services engineers with device and application deployments, configuration, troubleshooting, and Microsoft Teams Rooms support.
Use approved engineering tools and automation, validate changes, and minimize service disruption.
Prevent and resolve technology issues through proactive readiness checks, Executive Assistant check-ins, troubleshooting, and root cause analysis.
Maintain support documentation and backup-device readiness; coordinate escalations and coverage with IT teams.
Test and evaluate technology using executive feedback, defined requirements, and compatibility and integration checks.
Document findings and research products to support purchasing through established processes and improve reliability and usability.
Maintain systems engineering and executive-support knowledge through training, professional resources, and team collaboration.
Share troubleshooting procedures to strengthen service consistency and backup coverage.
May informally lead teams in a matrix environment.