Executive Desktop Support Engineer

SRM Digital; Richmond (VA); On-site; USD 100,000 - 140,000; Full time

Job summary

SRM Digital in Richmond, VA seeks an experienced DeskSide IT Support specialist to deliver white-glove, on-site and remote assistance for C-suite executives and senior leaders. You will manage Windows 10/11, Microsoft 365, and collaboration tools, coordinate meetings in boardrooms, and handle sensitive information to ensure high availability of executive devices and AV systems.

The role requires flexibility for early mornings, evenings, and occasional weekend events, with a strong focus on

Qualifications

• Extensive deskside IT support experience in an enterprise environment.
• ,

Responsibilities

• Provide white-glove IT support to C-Suite executives, senior leadership, and executive assistants.
• Deliver on-site, remote, and travel support for executive users.
• Configure, deploy, and maintain executive laptops, mobile devices, tablets, and peripherals.
• Manage hardware refreshes, asset lifecycle management, and rapid device replacements.
• Support Windows 10/11, Microsoft 365, VPN, MFA, wireless connectivity, printers, docking stations, and peripherals.
• Troubleshoot and resolve issues with Outlook, Teams, OneDrive, SharePoint, and enterprise collaboration tools.
• Record and manage incidents and service requests using ServiceNow or equivalent ITSM tools.
• Monitor conference rooms and AV equipment to ensure uptime and user satisfaction.

Skills

Executive support

VIP support

Customer service

Discretion/confidentiality

Tools

Windows 10/11

Microsoft 365

Outlook

Teams

OneDrive

SharePoint

Intune (MDM)

ServiceNow

Job description

Type: Full-Time

Must Have Technical/Functional Skills

• 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
• 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
• 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