Executive & Branch IT Support

TDECU•Post Oak, MO

4d•Hybrid

About The Position

This is a dual-role position that delivers high-touch technology support for the Executive Committee (EC) and Board of Directors, including live meetings and conference room support—while also serving as a Tier-2 escalation resource for our branch locations and front-line staff who serve members. The role partners closely with the Service Desk and specialist teams to restore service quickly, resolve complex issues, and improve long-term stability through documentation and repeatable fixes. Target work split: ~25% EC/Board (VIP) support and ~75% Branch Tier-2 escalation support.

Requirements

Bachelor’s degree in management information systems, Computer Science, IT Management, or Business, or related field or any equivalent combination of education, training, and experience.
3+ years of hands-on IT support experience (desktop/ end-user support, field support, or similar).
Demonstrated ability to troubleshoot Windows endpoints (including rebuild/imaging workflows) and Apple devices (macOS/iOS/iPad).
Experience supporting collaboration tools and conferencing/room systems.
Strong customer service and communication skills with a calm, structured troubleshooting approach.
Ability to create clear documentation and knowledge articles.

Nice To Haves

A+ Certification is preferred
Apple Certification is preferred
Microsoft Professional Certification is preferred
Prior Board/Executive support experience in high-visibility environments.
Familiarity with tiered support models (Tier-1/Tier-2/Tier-3) and escalation practices.
Experience operating within change control and partnering with Security/IAM.

Responsibilities

Provide technical support during Board and executive meetings, including rapid troubleshooting during live sessions.
Troubleshoot and resolve issues across VIP devices including phones, Dell/Apple laptops, iPads, and hotspots.
Deploy, configure, replace, and refresh devices for Board members and executive leadership; coordinate accessories and readiness checks.
Perform OS/application updates to keep VIP devices aligned with security standards and supported versions.
Perform Dell laptop rebuilds/reimages and restore user productivity quickly.
Troubleshoot real-time issues with conferencing and Teams Room Systems Teams including audio/video, peripherals, connectivity, and meeting join failures.
Create and maintain end-user documentation and quick guides for conference rooms and VIP users.
Support VIP-specific access and communication requirements as documented, partnering with Security/IAM and change control expectations when applicable.
Maintain discretion and professionalism appropriate to executive and Board interactions.
Serve as the Tier-2 (L2) escalation point for branch incidents and requests that Tier-1 cannot resolve.
Maintain disciplined intake: branch locations continue to use standard Service Desk/ticketing processes; Tier-2 engages after escalation or as part of coordinated troubleshooting to avoid bypassing Tier-1.
Rapidly diagnose and resolve member-impacting issues affecting front-line operations; prioritize outages and degradation appropriately.
Provide remote support and occasional on-site troubleshooting when issues cannot be resolved remotely.
Identify recurring branch issues and contribute to problem management by documenting root causes, workarounds, and recommended permanent fixes.
Create/update knowledge articles and troubleshooting guides to increase Tier-1 resolution rates and reduce repeat escalations.
Coordinate with infrastructure/application teams and vendors as needed; provide clear timelines, status, and handoffs.