Service Desk Specialist IV - Executive Support

Astreya•Chicago, IL

17h•Hybrid

About The Position

The Executive Desktop Support Specialist will provide dedicated, high-touch technical support to our client’s C-suite and senior leadership team. This is a high-visibility role requiring a unique blend of technical mastery, elite communication skills, and the ability to remain calm under intense pressure. You will be the primary point of contact for all executive technology needs, ensuring seamless digital experiences whether they are in the boardroom, traveling, or working remotely. The scope of the role includes Strategic Resolution, using professional concepts and organizational objectives to resolve high-stakes issues in creative, effective, and non-disruptive ways, and Complex Analysis, addressing intricate technical challenges where downtime has significant business impact, requiring in-depth evaluation of variable factors and immediate mitigation.

Requirements

Bachelor’s degree (B.S./B.A.) and 8+ years of IT experience, with at least 3 years specifically supporting VIP or Executive-level clientele.
Exceptional verbal and written communication skills, with the ability to explain complex technical concepts to non-technical leaders concisely.
Proven ability to handle confidential information and sensitive environments with total integrity.
Deep expertise in macOS/Windows environments, mobile device management (MDM), high-end AV equipment, and home networking/IoT security.
A "steady hand" approach—the ability to troubleshoot and resolve critical technical failures while in the presence of senior leadership.

Nice To Haves

Certifications such as ACSP (Apple Certified Support Professional) or Microsoft Role-Based Certifications.
Experience with high-end conferencing platforms (Zoom Rooms, Webex Board, Microsoft Teams Rooms).
Experience in high-growth tech environments or financial services.

Responsibilities

Provide end-to-end concierge technical support for senior executives, prioritizing their requests to ensure zero productivity loss.
Conduct regular "health checks" on executive hardware, software, and home office setups to identify and resolve issues before they are reported.
Oversee technical setups for high-stakes meetings, board presentations, and earnings calls, providing "on-call" presence to ensure flawless execution of AV and connectivity.
Maintain rigorous updates within the ticketing system while ensuring the executive experience remains personal and frictionless; managing the "paperwork" behind the scenes.
Expedite the procurement, imaging, and deployment of premium hardware, ensuring a seamless transition and "out-of-box" readiness for all executive devices.
Support secure access to corporate networks, VPNs, and proprietary applications across various mobile platforms (iOS/Android) and remote environments, maintaining the highest security posture.
Act as the primary liaison between leadership and the broader IT organization, managing escalations with diplomacy and urgency.

Benefits

Medical provided through UHC (PPO, HSA, Surest options)
Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through UHC Nationwide
Vision provided by UHC
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program provided by Goomi Group
Employee Assistance Program
Wellness Days
401k Plan
Basic and Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law