IT Client Success and Executive Support Specialist - Frisco

McAfee•Frisco, TX

1d•Onsite

About The Position

McAfee is seeking an experienced IT Client Success & Executive Support Specialist to deliver high touch, white glove technology support for employees and executive leadership. This role is responsible for end-to-end desktop, site technology, and executive IT support, ensuring reliable, secure, and seamless technology experiences across corporate offices, conference spaces, and live events. The successful candidate will provide expert support across Windows, macOS, mobile devices, and cloud based desktops, while maintaining a strong focus on customer experience, operational excellence, and proactive service delivery. This position plays a key role in shaping and sustaining McAfee’s support model and requires strong technical expertise, discretion, and the ability to manage multiple priorities in a fast paced environment. You will answer support calls or tickets, troubleshoot hardware and software problems, and guide users through step-by-step solutions to resolve technical issues at the IT Help Desk. You will perform system setups, install software, and assist with network connectivity issues to ensure smooth user experiences. You will also update ticket status, document solutions, and escalate unresolved problems to senior staff. You may also provide basic training to users and contribute to maintaining a knowledge base of common issues and fixes.

Requirements

Minimum 7-10 years of desktop or IT support experience.
Minimum 5 years of direct executive support experience.
Ability to work independently with minimal supervision while maintaining a consistently professional presence.
Highly collaborative with strong interpersonal and relationship building skills.
Organized, detail oriented, and capable of delivering results in a high performance environment.
Flexible and willing to support a wide range of business and executive needs.
Polished professional presence with a welcoming, service oriented attitude.
Strong written and verbal communication skills.
Intellectual curiosity and a continuous learning mindset.
Resilient, adaptable, and comfortable operating under pressure.
Advanced experience supporting: Windows and macOS operating systems including expert level knowledge of Intune and Jamf.
Mobile devices (iOS and Android).
Network infrastructure and connectivity.
Security controls, vulnerability management, and client patching.
Microsoft 365 ecosystem (Outlook, Teams, Word, Excel, PowerPoint).
Common enterprise collaboration and productivity tools.
Demonstrated ability to deliver exceptional, white glove customer service to employees at all levels, including executive leadership.
Strong verbal and written communication skills with a professional, courteous, and confident demeanor.
Exceptional analytical and troubleshooting skills with the ability to quickly diagnose and resolve technical and nontechnical issues.
Ability to operate calmly and effectively in high-pressure executive support environments.
Proven ability to manage multiple requests and projects simultaneously, prioritize effectively, and meet deadlines.
Ability to handle sensitive and confidential information with the highest level of professionalism and discretion.
Comfortable learning and adopting new technologies quickly in response to evolving business needs.
Proactive, self-motivated mindset with the ability to anticipate issues and identify opportunities for improvement.

Responsibilities

Provide comprehensive hardware and software support, including installation, troubleshooting, break/fix, and end-user training for onsite and remote employees.
Deliver white glove IT support for executive leaders and their executive assistants.
Support Board level meetings, executive briefings, and other strategic meetings.
Manage IT asset lifecycle activities, including inventory tracking, deployment, reclamation, and documentation.
Support employee onboarding by preparing, configuring, and deploying devices and ensuring a seamless first day experience.
Create, manage, and resolve IT support tickets in accordance with established service standards.
Perform site support activities, including maintaining local network connectivity, print services, and office technology infrastructure.
Set up, maintain, and support conference room technology, including Microsoft Teams Rooms and related AV solutions.
Provide technical support for onsite and virtual live events, including planning, setup, execution, and post-event support.
Design and implement proactive support measures, dashboards, and continuous improvement initiatives to enhance service quality.
Maintain accurate technical documentation, knowledge articles, and standard operating procedures.