Executive IT Concierge — Mac/Windows VIP Support

UMass Med School; Worcester (MA); On-site; USD 70,000 - 85,000; Full time

Job summary

UMass Medical School in Worcester, MA, seeks a Senior Desktop Technician to deliver white-glove IT support to the Chancellor, senior leadership, and executive staff. The role focuses on macOS (primary) with Windows, enabling rapid triage and cross-team coordination across IT services.

The ideal candidate will have 5+ years of desktop support, VIP experience, and strong communication skills in a high-visibility environment within a university medical setting.

Qualifications

• 5+ years of desktop support experience, including VIP/executive support.
• Strong expertise in macOS support (Jamf or similar tools preferred).
• Experience supporting both Mac and Windows enterprise environments.
• Proven ability to manage high-pressure situations with professionalism and urgency.
• Experience working in higher education or academic medical/research environments.

Responsibilities

• Provide dedicated, high-touch IT support to the Chancellor, direct reports, and executive administrative staff.
• Deliver proactive and reactive support with an emphasis on minimal disruption and rapid resolution.
• Support primarily macOS-based environments, with additional support for Windows devices and enterprise applications
• Ensure a consistent "white-glove" experience, including on-site, remote, and event-based support.
• Serve as the primary owner for executive IT issues from intake through full resolution.
• Drive end-to-end resolution by coordinating across IT teams (network, systems, security, AV, applications, etc.).
• Escalate appropriately and follow through with urgency, ensuring timely updates and closure.
• Operate with a "seconds to triage, minutes to action" mindset aligned with executive service expectations.
• Partner closely with internal IT teams and external vendors to resolve complex technical issues.
• Translate technical issues into clear, concise updates for executive stakeholders.
• Advocate for executive needs within IT to ensure prioritization and accountability.
• Manage and support macOS systems (primary), including device configuration, troubleshooting, and performance optimization.
• Support Windows systems and standard enterprise applications (Microsoft 365, collaboration tools, etc.).
• Assist with mobile devices, conferencing solutions, and executive office technology setups.
• Support conference rooms, executive briefings, and high-profile meetings/events as needed.
• Deliver impeccable customer service through clear, professional, and proactive communication.
• Build trusted relationships with executive stakeholders and their support staff.
• Maintain discretion and confidentiality in all interactions involving sensitive information.
• Demonstrate understanding of the academic medical environment, including faculty, research, and administrative workflows.
• Support unique use cases tied to academic leadership, governance, and institutional operations.
• Adapt support approaches to align with academic calendars, events, and priorities.
• Identify recurring issues and partner with IT teams to implement sustainable solutions.
• Contribute to knowledge base documentation and process improvements.
• Recommend enhancements to executive support models, tools, and service delivery.

Skills

VIP/executive support

macOS support (Jamf)

Windows support

high-pressure situations

higher education experience

Tools

Jamf

Job description

UMass Medical School in Worcester, MA, seeks a Senior Desktop Technician to deliver white-glove IT support to the Chancellor, senior leadership, and executive staff. The role focuses on macOS (primary) with Windows, enabling rapid triage and cross-team coordination across IT services.

The ideal candidate will have 5+ years of desktop support, VIP experience, and strong communication skills in a high-visibility environment within a university medical setting.