Desktop IT Support

Job Title: Desktop IT Support

Location: Waltham, Massachusetts

Job Type: Contract

Job Description

The IT VIP / C-Suite Support Specialist is responsible for providing white-glove, personalized IT support to executive leadership, including C-suite and senior-level stakeholders. This role ensures uninterrupted technology experience by proactively managing, supporting, and enhancing the digital tools, services, and devices used by VIP users. The role directly impacts executive productivity and the perception of IT as an enabler. You will be the face of IT for some of the most visible leaders in the organization, ensuring their digital experience is seamless, secure, and world-class.

Executive IT Support:

• Provide dedicated 1:1 IT support to C-level executives, their chiefs of staff, executive assistants, and direct reports.

• Offer on-demand, high-priority troubleshooting for hardware, software, mobile, collaboration tools, video conferencing, and enterprise applications.

• Ensure seamless AV/meeting room support, including pre-meeting checks and real-time troubleshooting for board meetings and executive sessions.

Proactive Experience Management:

• Monitor device health, performance, and updates using tools such as Nexthink, Intune, JamfPro or other endpoint management solutions.

• Perform regular health checks on devices, applications, and connectivity (Wi-Fi, VPN, etc.) to reduce downtime and escalations.

• Manage technology refresh cycles for VIP users, including zero-downtime migrations and white-glove device setup.

Communication & Relationship Building:

• Act as a trusted advisor and single point of contact for executive technology needs.

• Translate complex IT issues into business-friendly language and ensure proactive follow-ups and closure on issues.

• Maintain discretion and confidentiality in all interactions.

Technical Operations:

• Coordinate with infrastructure, network, and application teams to resolve issues.

• Maintain accurate documentation of VIP tech profiles, configurations, and preferences.

• Provide after-hours and on-call support on a rotational or as-needed basis.

Required Skills & Qualifications:

• 5 years in a client-facing IT support role, with at least 2 years supporting executives or VIPs

• Strong proficiency in Windows, macOS, iOS, Android, Microsoft 365, Teams, Zoom, Printing and AV conferencing platforms

• Strong knowledge & experience in Windows Autopilot; Apple Business Manager Intune / JAMF Pro maybe basics of EntraID for troubleshooting

• Exceptional troubleshooting and problem-solving abilities under pressure

• Highly professional demeanor, strong emotional intelligence, and excellent communication skills

• Experience with ITSM tools (e.g., ServiceNow), remote support, and endpoint management platforms

• Ability to handle sensitive information with discretion

Preferred Qualifications:

• Familiarity with digital workplace experience monitoring tools (e.g., Nexthink, Lakeside)

• Experience supporting international executives across time zones

• ITIL Foundation certification or equivalent experience

• Executive support in a hybrid or global environment

Work Conditions:

• Onsite presence required in executive locations and for high-profile events

• Flexibility for occasional travel and on-call support during critical events or outages