What are the responsibilities and job description for the IT Client Success & Executive Support Specialist orDesktop/IT Support Engineer position at Headway Tek Inc?
IT Client Success & Executive Support Specialist or Desktop/IT Support Engineer
Location : Newport Beach, CA (5 days onsite from 9:00 AM 5:00 PM PST)
C2C or W2
Key Responsibilities
- Provide comprehensive hardware and software support, including installation, troubleshooting, break/fix, and end-user training for onsite and remote employees.
- Deliver white glove IT support for executive leaders and their executive assistants.
- Support Board level meetings, executive briefings, and other strategic meetings.
- Manage IT asset lifecycle activities, including inventory tracking, deployment, reclamation, and documentation.
- Support employee onboarding by preparing, configuring, and deploying devices and ensuring a seamless first day experience.
- Create, manage, and resolve IT support tickets in accordance with established service standards.
- Perform site support activities, including maintaining local network connectivity, print services, and office technology infrastructure.
- Set up, maintain, and support conference room technology, including Microsoft Teams Rooms and related AV solutions.
- Provide technical support for onsite and virtual live events, including planning, setup, execution, and post event support.
- Design and implement proactive support measures, dashboards, and continuous improvement initiatives to enhance service quality.
- Maintain accurate technical documentation, knowledge articles, and standard operating procedures.
Required Skills & Competencies
Customer Service & Communication
- Demonstrated ability to deliver exceptional, white glove customer service to employees at all levels, including executive leadership.
- Strong verbal and written communication skills with a professional, courteous, and confident demeanor.
Troubleshooting & Problem Solving
- Exceptional analytical and troubleshooting skills with the ability to quickly diagnose and resolve technical and nontechnical issues.
- Ability to operate calmly and effectively in high-pressure executive support environments.
Time Management & Prioritization
- Proven ability to manage multiple requests and projects simultaneously, prioritize effectively, and meet deadlines.
Confidentiality & Discretion
- Ability to handle sensitive and confidential information with the highest level of professionalism and discretion.
Adaptability & Proactivity
- Comfortable learning and adopting new technologies quickly in response to evolving business needs.
- Proactive, self-motivated mindset with the ability to anticipate issues and identify opportunities for improvement.
Technical Expertise
- Advanced experience supporting:
- Windows and macOS operating systems including expert level knowledge of Intune and Jamf
- Mobile devices (iOS and Android)
- Network infrastructure and connectivity
- Security controls, vulnerability management, and client patching
- Microsoft 365 ecosystem (Outlook, Teams, Word, Excel, PowerPoint)
- Common enterprise collaboration and productivity tools
About You
- Minimum 7-10 years of desktop or IT support experience.
- Minimum 5 years of direct executive support experience.
- Ability to work independently with minimal supervision while maintaining a consistently professional presence.
- Highly collaborative with strong interpersonal and relationship building skills.
- Organized, detail-oriented, and capable of delivering results in a high-performance environment.
- Flexible and willing to support a wide range of business and executive needs.
- Polished professional presence with a welcoming, service oriented attitude.
- Strong written and verbal communication skills.
- Intellectual curiosity and a continuous learning mindset.
- Resilient, adaptable, and comfortable operating under pressure.