Senior IT Technician, Executive Support

Hologic•Marlborough, MA

5d•Onsite

About The Position

The Senior IT Technician, Executive Support serves as the highest-level individual contributor within the User Services organization, providing white-glove technology support to the CEO, Executive Leadership Team (ELT), Executive Assistants, and other designated executive stakeholders. This role is responsible for delivering an exceptional technology experience through advanced technical expertise, outstanding customer service, and proactive support across modern workplace technologies. Acting as the senior escalation point for User Services, this individual owns complex executive-impacting incidents, supports high-profile meetings and events, mentors team members, and partners with infrastructure, engineering, security, and business teams to ensure reliable, secure, and efficient technology services. This is a fully onsite role in Marlborough, MA.

Requirements

7+ years of enterprise IT support, desktop engineering, endpoint management, or User Services experience.
3+ years supporting executives, VIP users, senior leadership, or board-level stakeholders.
Expert-level troubleshooting skills across Windows endpoints, Microsoft 365, collaboration technologies, mobility platforms, and enterprise applications.
Experience supporting conference room and audiovisual technologies in executive environments.
Strong understanding of identity, access, authentication, networking, and security concepts.
Exceptional customer service, communication, and interpersonal skills.
Demonstrated ability to operate independently, manage competing priorities, and remain calm under pressure in high-visibility situations.
Proven ability to build trusted relationships with executives and business leaders.

Nice To Haves

Experience with Microsoft Intune, Windows Autopilot, and modern endpoint management platforms.
Experience supporting Teams Rooms, Neat, Crestron, and enterprise collaboration technologies.
Experience supporting macOS, Apple Business Manager, and mobile device management platforms.
Experience with Citrix, VDI, endpoint security, identity management, and Zero Trust security principles.
Experience working within regulated or enterprise-scale environments.
Industry certifications such as Microsoft 365, Microsoft Endpoint Administrator, ITIL, CompTIA A+/Network+/Security+, or Apple Device Support certifications.

Responsibilities

Provide white-glove support for executive leadership, executive assistants, and other designated VIP users.
Serve as the primary technical contact for executive technology needs, delivering responsive onsite, remote, after-hours, and weekend support as required.
Support executive meetings, board meetings, town halls, leadership events, and other business-critical activities.
Travel as needed to support executive users and key business initiatives.
Act as the highest level of escalation within User Services for complex hardware, software, mobility, networking, collaboration, and access-related issues.
Lead troubleshooting and resolution efforts for executive-impacting incidents and drive root cause analysis for recurring issues.
Coordinate with Infrastructure, Engineering, Security, Networking, Telecommunications, and third-party vendors to resolve issues quickly and effectively.
Support and troubleshoot enterprise technologies including: Microsoft 365, Teams, Exchange Online, Outlook, OneDrive, SharePoint, Intune, Autopilot, Entra ID, and Microsoft Copilot Windows 10/11 devices, laptops, desktops, peripherals, and mobile devices Apple technologies including macOS, iPhone, iPad, and Apple Business Manager Microsoft Teams Rooms, Neat, Crestron, Poly, Zoom, and other enterprise collaboration platforms Citrix, VDI, VPN, MFA, SSO, Conditional Access, endpoint security, and remote access solutions
Manage incidents and service requests through ServiceNow while maintaining accurate documentation, knowledge articles, and support standards.
Mentor and coach User Services technicians, provide technical leadership during escalations, and promote service excellence across the team.
Participate in workstation refreshes, technology implementations, process improvements, and strategic User Services initiatives as business needs evolve.