IT On-Site Support, Specialist - VIP

Lincoln Electric•Euclid, OH

13d•Onsite

About The Position

The Executive / VIP Desktop Support Technician provides high touch, white glove technical support to senior executives, board members, and executive assistants. This role is strictly operational in nature, focused on incident resolution, technology stability, and reliability to ensure uninterrupted executive productivity. The technician serves as a trusted escalation level support resource responsible for diagnosing, resolving, and coordinating complex endpoints, collaboration, mobility, and conference technology issues. This position emphasizes ownership, discretion, urgency, and technical depth rather than technology enablement or user adoption initiatives.

Requirements

Minimum 5–7 years in a dedicated Executive / VIP support role, providing high touch, white glove deskside and onsite support to senior executives, board members, and executive assistants.
5+ years supporting client hardware, operating systems and software in a large, global enterprise environment.
Profiiency with Windows laptops and desktops
Proficiency with Apple iOS mobile devices and cellular services
Proficiency with Microsoft 365 (Outlook, Teams, OneDrive, Enterprise Applications)
Proven experience of administering and supporting: Microsoft Intune (MDM/MAM), SCCM, OS imaging and endpoint deployment tools
Endpoint security, patch management (Manage Engine, and vulnerability remediation tools)
Experience supporting executive grade collaboration, conferencing, and A/V technologies.
Working knowledge of Active Directory user, Group Policy and access management.
Familiarity with ITIL / ITSM workflows, ticketing systems, and enterprise security standards, Ivanti experience preferred.
Executive level customer service mindset and situational awareness
Exceptional verbal and written communication skills
Advanced troubleshooting and root cause analysis abilities
Discretion, confidentiality, and sound judgment
Ability to remain calm and effective in high-pressure, high visibility situations
Strong ownership, follow-through, and attention to detail
Ability to manage multiple concurrent executive priority issues

Nice To Haves

Ivanti experience preferred

Responsibilities

Provide immediate, hands-on deskside and onsite technical support to executives, board members, and executive assistants.
Maintain end-to-end ownership of executive incidents and service requests through verified resolution.
Resolve issues independently whenever possible and coordinate timely escalation to higher or enterprise global teams as needed.
Deliver support with professionalism, discretion, confidentiality, and urgency appropriate for executive environments.
Diagnose, troubleshoot, and resolve moderate to complex issues involving: Windows laptops and desktops, Apple iOS devices (iPhone, iPad); Apple Business Manager, Microsoft 365 (Outlook, Teams, OneDrive, Enterprise Applications), Printers, peripherals, docking stations, and accessories, Network connectivity (LAN, WAN, Wi-Fi).
Install, configure, maintain, patch, and upgrade operating systems, applications, laptops, desktops, and mobile devices.
Administer and support endpoint management and deployment platforms, including: Microsoft Intune (MDM/MAM), SCCM and device provisioning tools, Manage Engine or similar management tools.
Support endpoint security and vulnerability remediation using tools such as CrowdStrike, ThreatLocker, and Rapid-7.
Perform executive device refreshes, replacements, and migrations according to enterprise standards.
Maintain accurate asset inventory, lifecycle records, and configuration documentation.
Provide operational support for executive boardrooms, conference rooms, and collaboration spaces.
Ensure all meeting rooms are validated, fully functional, and ready prior to scheduled executive use.
Deliver real-time technical support for: Board meetings, Earnings calls, Executive leadership and governance meetings.
Troubleshoot and support collaboration and A/V technologies including Microsoft Teams Rooms, video conferencing (Cisco Room Kits, Clickshare), projection, microphones, and room control systems.
Support executive onsite and offsite meetings and events as required. Will require travel, approximately 10%.
Serve as the primary technical point of contact for Board members regarding: iPads and executive mobile devices, Board portals, board books, and secure executive applications.
Provide premeeting setup, live meeting assistance, and post meeting follow-up support.