Help Desk Support Specialist (Executive Support)

E78; Oakbrook Terrace (IL); Hybrid; USD 70,000 - 105,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

E78 is seeking a Help Desk Support Specialist to deliver executive-focused technical assistance from our corporate office. The role emphasizes AV support, Microsoft 365, and hardware procurement, with mentoring duties for junior staff and strong collaboration with the IT team.

You will handle remote and on-site support for executives, manage tickets within SLAs, and contribute to a seamless tech-enabled work environment across the organization.

Qualifications

• Experience providing executive-level IT support in a fast-paced corporate environment.
• Strong knowledge of audio-visual technology and troubleshooting for conference rooms and AV equipment.
• Solid understanding of Microsoft 365 suite including SharePoint, Teams, Word, Excel, Outlook, and PowerPoint.
• Proficiency with Adobe Creative Cloud and related software queries.
• Hands-on experience with business productivity applications and project management tools.

Responsibilities

• Provide white-glove, executive-level IT support to C-suite and senior management.
• Troubleshoot AV equipment and video conferencing systems in conference rooms.
• Support Microsoft 365 apps and Adobe products across departments.
• Oversee procurement and setup of hardware for executives and staff.
• Mentor and guide junior help desk staff; maintain knowledge base and SLAs.

Skills

Executive-level support

Audio-visual tech

Microsoft 365

Hardware procurement

Mentoring

Remote support

Ticketing systems

Education

Bachelor's degree or equivalent experience

Tools

Adobe Creative Cloud

SharePoint

Teams

Asana/Jira

Job description

We are seeking a skilled and customer-focused Help Desk Support Specialist to provide top-tier technical assistance to executives in our corporate office. The ideal candidate will possess a strong background in audio-visual support, Microsoft applications, business productivity tools, and hardware procurement/setup. This role will also involve mentoring and providing support to junior-level help desk staff while ensuring a seamless and efficient work environment for our executive team.

Key Responsibilities:

• Provide white-glove support to C-suite executives and senior management, delivering high-quality, prompt, and professional service for all technical needs.
• Troubleshoot and resolve technical issues related to audio-visual equipment, including conference room systems, projectors, video conferencing tools, TapIP/Rallybar, and other AV devices.
• Provide Microsoft support for various applications, including Office 365, Teams, Outlook, Word, Excel, PowerPoint, and SharePoint.
• Assist with Adobe software-related queries and troubleshooting (Adobe Acrobat, Creative Cloud Suite, etc.).
• Support the use and optimization of business productivity applications, including project management tools, document collaboration platforms, and custom corporate software.
• Manage the procurement and setup of hardware, including laptops, desktops, monitors, docking stations, printers, and peripherals for both executives and the wider organization.
• Manage client licensing needs by by ordering licenses as needed and auditing license utilization over time
• Assist in the installation, configuration, and troubleshooting of both hardware and software systems in the corporate office and remotely.
• Provide remote desktop support and on-site technical assistance for executive-level staff, ensuring a smooth and efficient workflow.
• Assist with onboarding of new employees by setting up hardware, software, and user accounts.
• Mentor and provide guidance to junior help desk staff, sharing knowledge, offering training, and helping to resolve escalated support requests.
• Maintain an up-to-date knowledge base and document troubleshooting procedures to support the team and improve efficiency.
• Ensure all support tickets are tracked, prioritized, and resolved within service-level agreements (SLAs).
• Work collaboratively with other IT team members to ensure the smooth operation of corporate technology infrastructure.

Skills & Qualifications:

• Proven experience providing executive-level support and working in a fast-paced corporate environment.
• Strong experience with audio-visual technology (video conferencing systems, projectors, screens, etc.) and troubleshooting related issues.
• Solid understanding of Microsoft 365 suite (including SharePoint, Teams, Word, Excel, Outlook, PowerPoint).
• Proficient in Adobe products such as Adobe Acrobat, Photoshop, Illustrator, or Creative Cloud Suite.
• Hands-on experience with business productivity applications, such as project management software (e.g., Asana, Jira, or similar).
• Strong hardware support skills, including experience with hardware procurement, installation, and setup.
• Excellent problem-solving skills with the ability to troubleshoot and resolve technical issues quickly and efficiently.
• Excellent communication and customer service skills, with the ability to explain technical information clearly to non-technical users.
• Ability to prioritize tasks effectively and manage multiple requests simultaneously.
• Previous experience mentoring or providing guidance to junior help desk staff is a plus.
• Ability to work well both independently and as part of a team.
• Strong attention to detail and a proactive, customer-oriented mindset.
• A Bachelor's degree is preferred, or equivalent work experience.

Certifications (Preferred):

• Microsoft Certified: Modern Desktop Administrator Associate or similar certification.
• CompTIA A+ or other IT certifications are a plus.
• Corporate office environment with a mix of on-site and remote work.
• Occasional travel may be required for hardware setup and office support.