VIP Technical IT Support Specialist

Metagenics•Hoboken, NJ

2d•$95,000 - $119,000•Onsite

About The Position

Metagenics is seeking a highly professional and service-oriented VIP Technical IT Support Specialist to provide dedicated, white-glove technical support to executive leadership and other designated VIP users. This role is an individual contributor position responsible for delivering responsive, discreet, and technically proficient end-user support in a fast-paced enterprise environment. The ideal candidate combines strong endpoint and application support expertise with excellent communication, discretion, and judgment. This position requires close interaction with senior leadership, proactive issue prevention, and the ability to manage escalations independently while collaborating with infrastructure, security, and application teams. While a large portion of this role is providing high-touch IT support to senior leaders and executives, the VIP Support Specialist will also assist other onsite and remote users as needed. Additionally, this individual will serve as the dedicated IT team member for the New Jersey office, ensuring day-to-day operational support and acting as the local point of contact for IT-related needs. Must be available to support executive schedules, including occasional after-hours and on-site support as required.

Requirements

Bachelor’s degree in Information Technology or related field (or equivalent professional experience).
5–8 years of experience in IT support, executive support, or technical support roles.
Demonstrated experience supporting C-level executives or senior leadership.
Strong knowledge of Windows and macOS operating systems.
Experience supporting Microsoft 365 and modern collaboration tools.
Familiarity with Active Directory, Entra ID (Azure AD) and endpoint management platforms such as Intune (PC) and JAMF (Mac)
Excellent troubleshooting, communication, and customer service skills.
High level of professionalism, discretion, and attention to detail.

Nice To Haves

Experience in enterprise or global corporate environments.
Familiarity with ITIL practices and ITSM tools.
Experience with Intune, Jamf, or other MDM solutions.
Basic scripting or automation experience (PowerShell).
Relevant IT certifications (Microsoft, Apple, ITIL).

Responsibilities

Provide high-touch, white-glove IT support to C-level executives, senior leadership, and other VIP users.
Serve as the primary point of contact for executive technology needs, ensuring rapid response and resolution.
Build trusted relationships with executives through professionalism, discretion, and consistent service delivery.
Proactively identify and remediate potential issues to minimize disruption to executive workflows.
Support executives in office, remotely, and during travel as required.
Diagnose and resolve complex hardware and software issues across executive endpoints, including laptops, desktops, mobile devices, and peripherals.
Support primarily Windows and occasional macOS systems including OS configuration, troubleshooting, and performance optimization.
Configure and support mobile devices (iOS and Android), including MDM enrollment and security policies.
Manage device provisioning, replacements, upgrades, and lifecycle management for executive users.
Provide advanced support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office desktop applications.
Support video conferencing and collaboration platforms such as Teams, Teams Rooms, and conference room AV systems.
Troubleshoot authentication, access, and performance issues related to SaaS and business-critical applications.
Coordinate with application owners and vendors to resolve escalated or complex issues.
Assist with user and device access management using Active Directory and Entra ID (Azure AD).
Support account provisioning, deprovisioning, group membership, and role-based access requests.
Ensure executive endpoints comply with security policies, including MFA, endpoint protection, and encryption.
Track incidents, service requests, and changes using an ITSM platform (e.g., Jira Service Management).
Manage executive IT assets, including inventory tracking and refresh planning.
Ensure service level expectations and executive response times are consistently met or exceeded. Provide detailed documentation and knowledge base contributions related to executive support.
Provide technical support for executive meetings, board meetings, and high-visibility events.
Perform pre-meeting technology checks and remain on standby during critical sessions.
Configure and troubleshoot conference room AV systems, displays, and hybrid meeting setups.
Work closely with Service Desk, Systems and Security teams to resolve issues efficiently.
Communicate technical issues and resolutions in clear, executive-appropriate language.
Participate in incident response and escalation processes as required.
Actively identify opportunities to improve executive support processes, tooling, and documentation.
Take ownership of these initiatives by designing, revamping and implementing solutions that enhance efficiency and elevate overall user experience.
Collaborate with stakeholders to ensure successful adoption of quality improvements and best practices.

Benefits

Medical, dental, vision
Annual employer HSA (Health Savings Account) funding for eligible employees who elect an HSA medical plan
STD, LTD, Basic Life AD&D coverage
401k + employer matching
Vacation and Sick Time
2 Volunteer Days off per year
Emergency evacuation time off
11 paid company holidays
1 Floating holiday to celebrate your birthday or important religious/holiday to you
Quarterly product allowance to use towards your favorite Metagenics products!
Product discount
Peer to peer recognition programs & more!