Desktop Support Engineer

AceStack; Richmond (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

AceStack is seeking an experienced Corporate IT Deskside Support specialist to deliver high-touch, executive-level technical support across Windows 10/11, M365, Outlook, Teams, OneDrive, and SharePoint. The role covers onsite, remote, and travel assistance in a fast-paced enterprise setting.

You will manage incidents in ServiceNow, support Teams Rooms and AV in boardrooms, maintain devices, and assist executives and assistants while upholding confidentiality and professional standards.

Qualifications

• Experience delivering executive-level IT support with white-glove service.
• Proficiency with Windows 10/11, M365 apps, Outlook, Teams, OneDrive, SharePoint.
• Strong AD/Entra ID, VPN, MFA, and identity management.
• Experience with ITSM tools (ServiceNow) for incidents, requests, and assets.
• Hardware imaging, deployment, refreshes, and lifecycle management.

Responsibilities

• Provide high-touch, onsite, remote, and travel support for executives and admins.
• Act as primary contact/escalation for executive tech issues in a fast-paced environment.
• Ensure rapid resolution of hardware, software, networking, and collaboration tool problems.
• Maintain executive devices inventory and coordinate replacements.
• Support hybrid meeting environments and executive events.

Skills

Executive Support

Windows 10/11

Microsoft 365

Active Directory

Azure Entra ID

MFA

ITSM (ServiceNow)

Hardware Deployment

Communication

Confidentiality

Tools

Intune

Azure AD

VPN

Job description

• Extensive Corporate IT Deskside Support experience in an enterprise environment, with demonstrated ability to independently resolve complex end-user technology issues.
• Demonstrated Executive/VIP Support experience providing white-glove support to C-Suite leaders and Executive Assistants.
• Strong expertise supporting Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.
• Hands-on experience supporting Microsoft Teams Rooms, Zoom Rooms, and Webex meeting platforms. Strong knowledge of Active Directory, Entra ID (Azure AD), VPN, MFA, and identity management.
• Experience with Mobile Device Management (MDM) solutions, including Intune and mobile device troubleshooting (iOS/Android).
• Experience using ServiceNow or similar ITSM platforms for incident, request, and asset management.
• Skilled in hardware deployment, imaging, device refreshes, break-fix support, and asset lifecycle management.
• Ability to provide high-touch, on-demand support in executive offices, boardrooms, and high-profile meeting environments.
• Experience supporting hybrid meetings, executive events, leadership town halls, and customer-facing presentations.
• Strong troubleshooting skills across networking, wireless connectivity, printers, docking stations, peripherals, and collaboration technologies.
• Experience maintaining executive spare device inventory and coordinating rapid device replacements.
• Ability to work flexible hours, including early mornings, evenings, and occasional weekends to support executive meetings and events.
• Excellent verbal and written communication skills with strong executive presence and professionalism.
• Demonstrated ability to manage sensitive information with a high degree of confidentiality and discretion.
• Strong customer service orientation, stakeholder management skills, and ability to perform under pressure in high visibility environment.
• Provide white-glove IT support to C-Suite executives, senior leadership, and executive assistants.
• Act as the primary point of contact and escalation for executive technology issues.
• Deliver resolution of hardware, software, mobility, networking, and collaboration tool issues.
• Provide dedicated onsite, remote, and travel support for executive users.
• Configure, deploy, and maintain executive laptops, mobile devices, tablets, and peripherals.
• Manage executive spare device inventory and facilitate immediate replacement of failed equipment.
• Support Windows 10/11, Microsoft 365 applications, VPN, MFA, wireless connectivity, printers, docking stations, and peripherals.
• Troubleshoot and resolve issues related to Outlook, Teams, OneDrive, SharePoint, and enterprise collaboration tools.
• Support mobile devices including iPhones, Android devices, and tablets, ensuring seamless connectivity and productivity.
• Maintain executive support documentation, knowledge articles, and user-specific requirements.
• Record and manage incidents, service requests, and asset information using ServiceNow or equivalent ITSM tools.
• Manage hardware refreshes, technology upgrades, office moves, onboarding, and offboarding activities for executive users.
• Monitor conference room and AV equipment health to ensure maximum uptime a nd user satisfaction.
• Handle sensitive information with the highest level of confidentiality, discretion, and professionalism.
• Provide exceptional customer service and maintain strong relationships with executives, leadership teams, and business stakeholders.
• Participate in continuous process improvement initiatives to enhance executive support and meeting room experiences.
• Serve as backup support during business-critical incidents and major executive events