Endpoint Engineer – Executive Leadership Focused

Forward Air•Dallas, TX

9d•Onsite

About The Position

We are seeking an Endpoint Engineer to provide dedicated, priority support to executive leadership, both on-site and remotely. This role requires "white-glove" service with a strong focus on responsiveness, professionalism, and discretion. You will be responsible for troubleshooting and resolving hardware, software, and connectivity issues across various devices, supporting conference room technology, and ensuring executives are fully prepared for meetings, presentations, and travel. The role involves device setup, configuration, imaging, and deployment, as well as support for email, collaboration tools, and mobile access within a Microsoft 365 environment. You will also maintain hardware inventory, support printers, and coordinate with other IT teams for issue resolution. Participation in an on-call rotation and after-hours support may be required. This position offers the opportunity to provide proactive recommendations and assist with knowledgebase maintenance and Service Desk mentoring.

Requirements

Bachelor’s degree or equivalent work experience
5+ years of experience in desktop support or IT support, preferably including executive support
Strong experience supporting Windows desktop environments and endpoint devices
Demonstrated ability to deliver high-touch customer service in a professional environment
Experience working with ticketing systems (ServiceNow preferred)
Strong troubleshooting and problem-solving skills across hardware, software, and peripherals
Ability to work independently in a fast-paced environment with changing priorities
Strong understanding of IT processes, SLAs, and escalation paths

Nice To Haves

Exceptional customer service and executive presence
Strong communication skills with the ability to interact effectively with non-technical leadership
Ability to prioritize and execute tasks in high-pressure situations
Experience supporting conference rooms and AV technology
Knowledge of Microsoft 365 applications (Outlook, Teams, OneDrive, etc.)
Strong organizational and time management skills
High attention to detail and follow-through
Ability to maintain confidentiality and professionalism at all times
Strong analytical and problem-solving abilities

Responsibilities

Provide dedicated, priority support to executive leadership, both on-site and remotely
Deliver white-glove service with a strong focus on responsiveness, professionalism, and discretion
Troubleshoot and resolve hardware, software, and connectivity issues across desktops, laptops, and mobile devices
Support and maintain conference room technology and AV systems, including Cisco conference room kits
Ensure executives are fully prepared for meetings, presentations, and travel, minimizing downtime
Perform device setup, configuration, imaging, and deployment for assigned users
Support email, collaboration tools, and mobile access (Microsoft 365 environment)
Maintain accurate hardware inventory and asset tracking
Provide support for printers, including laser and specialized/thermal devices
Coordinate with Service Desk and IT teams to escalate and resolve issues quickly while maintaining ownership
Document issues, resolutions, and processes in the ticketing system (ServiceNow preferred)
Participate in on-call rotation and after-hours support as needed for executive users
Provide proactive recommendations to improve executive technology experience
Assist with maintaining internal knowledgebase and mentoring Service Desk where appropriate