Deskside Support Engineer – VIP/Executive Support

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

Job summary

TECEZE is seeking an experienced Deskside Support Engineer to deliver high-quality onsite IT support for end users in Rockville, MD. This role focuses on executive/VIP support and requires professional customer service with strong technical troubleshooting skills.

You will handle incidents via ITSM systems, supervise hardware, software, and connectivity issues, and work directly with VP-level users to ensure seamless operations.

Qualifications

• 3+ years of Deskside/End User Computing experience.
• Experience supporting VP-level/executive or senior leadership users.
• Strong knowledge of Windows 10/11 and Microsoft 365.

Responsibilities

• Provide onsite deskside/desktop support for hardware, software, and connectivity issues.
• Offer dedicated IT support to VP-level executives and senior leadership.
• Troubleshoot Windows desktops/laptops, printers, VPN, and network connectivity.

Skills

Deskside support

Executive/VIP support

Windows 10/11

Microsoft 365

Active Directory

ITSM ticketing

ServiceNow

VMware/endpoint troubleshooting

Communication skills

Customer service

Tools

ServiceNow

SCCM/MECM

Azure AD/Entra ID

VPN

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.

The ideal candidate will have strong technical troubleshooting skills, excellent communication, and a professional customer-service approach. Experience providing white-glove support to executives or senior leadership is highly preferred.

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.