Executive IT Concierge: VIP macOS/Windows Support

UMass Chan Medical School; Worcester (MA); On-site; USD 72,000 - 110,000; Full time

Job summary

UMass Chan Medical School is seeking a Senior Desktop Technician – Executive Support to deliver white-glove IT services to the Chancellor, senior leadership, and executive offices in a fast-paced academic medical environment.

The role concentrates on macOS (primary) and Windows support, high‑visibility incident management, proactive service delivery, and close collaboration with IT teams to resolve complex issues with discretion and professionalism.

Qualifications

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

Responsibilities

• Provide dedicated, high-touch IT support to the Chancellor, direct reports, and executive staff.
• Deliver proactive and reactive support with minimal disruption and rapid resolution.
• Support primarily macOS-based environments, with Windows device and enterprise app support.
• 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.
• Coordinate across IT teams to drive end-to-end resolution of issues.
• Escalate appropriately and follow through with urgency, providing timely updates.
• Translate technical issues into clear updates for executive stakeholders.

Skills

VIP/executive support

macOS support

Windows support

high-pressure situations

customer service

Tools

Jamf

Job description

UMass Chan Medical School is seeking a Senior Desktop Technician – Executive Support to deliver white-glove IT services to the Chancellor, senior leadership, and executive offices in a fast-paced academic medical environment.

The role concentrates on macOS (primary) and Windows support, high‑visibility incident management, proactive service delivery, and close collaboration with IT teams to resolve complex issues with discretion and professionalism.