Deskside Support Engineer – VIP/Executive Support

Teceze; Rockville (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

Teceze in Rockville, MD is seeking an experienced Deskside Support Engineer to provide onsite IT support to end users, including VP-level and executive staff. The role emphasizes white-glove service and direct interaction with senior leadership.

You will troubleshoot Windows 10/11, Microsoft 365, printers, mobile devices, VPN, and network issues, and manage incidents in an ITSM system. Onsite work required.

Qualifications

• 3+ years of deskside/desktop support experience.
• Experience supporting VP-level, executive, VIP, or senior leadership users.
• Strong knowledge of Windows 10/11 and Microsoft 365/Office 365.
• Experience with Active Directory or related directory services.
• Experience troubleshooting laptops, desktops, printers, and mobile devices.
• Familiarity with ITSM/ticketing platforms (e.g., ServiceNow).
• Strong problem-solving and communication skills.
• Ability to work directly with executive-level users and maintain professionalism.
• Onsite work availability in Rockville, MD and interest in a long-term role.

Responsibilities

• Provide onsite deskside/desktop support for hardware, software, applications, and connectivity issues.
• Provide dedicated and professional IT support to VP-level executives and senior leadership.
• Troubleshoot Windows desktops/laptops, Microsoft 365, printers, mobile devices, VPN, and network connectivity.
• Install, configure, replace, and maintain desktops, laptops, peripherals, and other IT equipment.
• Manage incidents and service requests through an IT service management/ticketing system.
• Provide white-glove/VIP support with a strong focus on customer experience.
• Escalate complex technical issues to appropriate infrastructure or application teams.
• Assist with new-hire setups, employee moves, equipment refreshes, and technology deployments.
• Maintain accurate documentation of incidents, resolutions, and supported equipment.

Skills

Deskside support

VIP/Executive support

Windows 10/11

Microsoft 365

ITSM ServiceNow

Problem solving

Communication skills

Tools

ServiceNow

SCCM/MECM

Azure AD/Entra ID

VPN

Endpoint management tools

Job description

Job Description

We are seeking an experienced Deskside Support Engineer to provide high-quality onsite IT support to end users, including VP-level and executive/VIP users.

Key Responsibilities

• Provide onsite deskside/desktop support for hardware, software, applications, and connectivity issues.


• Provide dedicated and professional IT support to VP-level executives and senior leadership.


• Troubleshoot Windows desktops/laptops, Microsoft 365, printers, mobile devices, VPN, and network connectivity.


• Install, configure, replace, and maintain desktops, laptops, peripherals, and other IT equipment.


• Manage incidents and service requests through an IT service management/ticketing system.


• Provide white-glove/VIP support with a strong focus on customer experience.


• Troubleshoot and resolve technical issues within established service-level expectations.


• Escalate complex technical issues to appropriate infrastructure or application teams.


• Assist with new-hire setups, employee moves, equipment refreshes, and technology deployments.


• Maintain accurate documentation of incidents, resolutions, and supported equipment.

Required Qualifications

• 3+ years of experience in Deskside Support, Desktop Support, or End User Computing.


• Experience supporting VP-level, executive, VIP, or senior leadership users.


• Strong knowledge of Windows 10/11 and Microsoft 365/Office 365.


• Experience with Active Directory.


• Experience troubleshooting laptops, desktops, printers, peripherals, and mobile devices.


• Familiarity with ServiceNow or another ITSM/ticketing platform.


• Strong troubleshooting and problem-solving skills.


• Excellent verbal and written communication skills.


• Strong customer-service and interpersonal skills.


• Professional presence and ability to work directly with executive-level users.


• Ability and willingness to work onsite in Rockville, MD.


• Interest in a long-term opportunity.

Preferred Qualifications

• Experience in a large enterprise/corporate IT environment.


• Experience providing VIP or white-glove technical support.


• ITIL or relevant technical certifications.


• Experience with SCCM/MECM, Azure AD/Entra ID, VPN, and endpoint management tools.