Executive Technology & Service Enablement Associate

Ciena Government Solutions • Baltimore, MD

3d • Onsite

About The Position

The Executive Technology & Service Enablement Associate strengthens the technology experience for Ciena executives and Executive Assistants through proactive readiness, high-touch service, and practical technology enablement. This hands-on End User Support role coordinates complex technology needs across IT teams, advances adoption of workplace tools, and helps create consistent, repeatable experiences that protect productivity during critical business activities.

The role owns executive and Executive Assistant technology support from initial engagement through resolution and closure. It leads U.S. executive technology onboarding, delivers training and enablement for Executive Assistants and globally distributed stakeholders, and demonstrates workplace technologies in a practical, customer-focused manner. It coordinates support across collaboration, audiovisual services, devices, identity and access, End User Support, and other IT teams, including preparation for critical meetings, events, and high-visibility engagements.

The position provides specialized, high-touch technology service for the Maple Lawn office while maintaining a broader executive-service focus. It also maintains service documentation and analyzes demand, service themes, and stakeholder insights to support reporting and continuous improvement. The position is required to work 100% onsite at the Maple Lawn office and may require domestic and international travel as business needs require.

Requirements

• Demonstrated passion for technology, curiosity, and interest in exploring and learning emerging technologies.
• Experience delivering high-touch customer service or technology support in a fast-paced, professional environment.
• Excellent verbal and written communication skills and sound judgment when communicating with executives, Executive Assistants, peers, and leaders.
• Ability to anticipate needs, take initiative, follow through, close the loop, build trust quickly, handle sensitive interactions with discretion, and remain composed during urgent or high-visibility situations.
• Working knowledge of Microsoft 365, Microsoft Teams, end-user devices, workplace technology, and common enterprise collaboration tools.
• Ability to troubleshoot computer hardware, software, mobile device, connectivity, and meeting-room technology issues.
• Ability to coordinate across multiple IT teams and influence outcomes without relying on authority.
• Ability to balance planned enablement work, proactive readiness activities, urgent requests, and routine responsibilities.
• Adaptability, collaboration, customer focus, coaching, openness to feedback, commitment to professional growth, and service excellence.
• Ability to work 100% onsite at the Maple Lawn office.
• Willingness and ability to travel domestically and internationally as business needs require.

Nice To Haves

• Demonstrated ability to support executives, Executive Assistants, or other high-touch customer groups.
• Knowledge of executive onboarding, technology adoption, training, or service enablement practices.
• Experience applying Microsoft Copilot, audiovisual or meeting-room technology, identity and access processes, or enterprise mobility.
• Experience using ServiceNow or a comparable IT service management platform.
• Ability to create runbooks, service standards, training materials, or customer-facing guidance.
• Knowledge of networking fundamentals and enterprise support practices.

Responsibilities

• Own executive and Executive Assistant technology support from engagement through resolution and closure, including proactive communications, clear next steps, and timely follow-through.
• Lead U.S. executive technology onboarding through readiness planning, setup, orientation, follow-up, and maintenance of onboarding standards and repeatable processes.
• Deliver technology training and enablement for Executive Assistants, including globally distributed stakeholders, and drive adoption of Microsoft 365, Microsoft Teams, Microsoft Copilot, and workplace technology.
• Demonstrate new technologies, features, and capabilities in a practical, customer-focused manner and proactively improve executive technology readiness.
• Coordinate complex executive technology needs across collaboration, audiovisual services, devices, identity and access, End User Support, and other IT teams, including readiness for critical meetings, events, and high-visibility engagements.
• Provide high-touch, specialized technology service for the Maple Lawn office while maintaining a broader executive-service focus.
• Identify recurring challenges and work with appropriate teams on durable improvements.
• Maintain service guides, runbooks, training materials, request documentation, and approved system records.
• Analyze demand, service themes, and stakeholder insights to support reporting and continuous improvement.

Benefits

• Medical, dental, and vision plans.
• Participation in 401(K) (USA) and DCPP (Canada) with company matching.
• Employee Stock Purchase Program (ESPP).
• Employee Assistance Program (EAP).
• Company-paid holidays.
• Paid sick leave and vacation time.
• Paid Family Leave and other leaves of absence in compliance with applicable laws.
• Non-Sales employees may be eligible for a discretionary incentive bonus; Sales employees may be eligible for a sales commission.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed