Desktop Support Analyst III

Asurion Corporation•San Mateo, CA

34d

About The Position

The ICDS Executive Support Technician III serves as a senior-level technical expert providing white-glove, high-touch support for Asurion's Executives, VPs, and senior leadership teams. This role ensures seamless technology experiences for high-visibility users through proactive issue resolution, on-site and remote support, meeting and event readiness, and direct partnership with desktop engineering, AV, and system administration teams. Technicians in this role also provide leadership, mentoring, and elevated troubleshooting guidance to other analysts.

Requirements

4+ years hands-on PC/Mac hardware & software support.
4+ years supporting executives, VPs, and senior leadership in a white-glove environment.
3+ years supporting Mac OS.
Strong VPN, Zscaler/ZPA, mobile device (iOS/Android), and remote troubleshooting experience.
Experience supporting AV/videoconferencing systems (Zoom/Teams rooms).
Strong imaging and deployment experience (SCCM/Intune).
Proven project leadership and technician mentorship experience.
Excellent communication, professionalism, and relationship-building skills.
Ability to multi-task in a fast-paced, high-pressure environment.
Ability to occasionally lift equipment (50+ lbs).

Nice To Haves

5+ years advanced enterprise support experience.
5+ years networking/telecom experience (VoIP/Avaya).
Certifications such as CompTIA A+/Net+/Sec+, CCNA, ACMT, or Microsoft certifications.
Bachelor's degree preferred.

Responsibilities

Provides dedicated, concierge-level technical support to Executives, VPs, and board-level stakeholders, ensuring minimal disruption to their day-to-day operations.
Supports board meetings, town halls, leadership events, and high-profile presentations, ensuring flawless AV, video conferencing, device readiness, and meeting continuity.
Offers proactive device management for executives, including system health checks, performance optimization, and rapid-resolution troubleshooting.
Handles sensitive or urgent escalations with discretion, professionalism, and urgency.
Evaluates, installs, tests, maintains, and supports desktops, laptops, iOS/Android devices, printers, and all executive-used applications.
Provides advanced troubleshooting for Windows, MacOS, and cloud-based tools (Zoom, Teams, M365, etc.).
Supports high-priority systems including ZPA/Zscaler, VPN, network connectivity, and executive mobility needs.
Performs PC imaging, deployment, and configuration (SCCM/Intune).
Supports AV, conference room technologies, and videoconferencing systems at an advanced level.
Leads mid- to large-scale projects impacting executive operations or corporate workflows.
Serves as a mentor and escalation point for junior and mid-level analysts, providing training, guidance, and best practices.
Trains new analysts on executive support expectations, processes, and technical standards.
Creates and maintains SOPs, technical documentation, and executive workflows.
Collaborates cross-functionally with engineering, Service Desk, networking, telecom, and security teams.
Occasionally participates in after-hours and weekend on-call support for urgent executive needs.
Coordinates equipment moves, upgrades, and refreshes for executive offices.
Maintains accurate inventory of executive devices and peripherals.
Provides rapid response to incidents to meet or exceed SLAs.
Assists Service Desk and on-site teams with escalated or complex issues.