Senior Desktop Technician – Executive 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

Overview

The Senior Desktop Technician – Executive Support is responsible for delivering white-glove IT services to the Chancellor, senior leadership, and their administrative teams within a fast-paced academic medical environment. This role requires a highly skilled, customer‑focused technician with deep experience supporting macOS (primary) and Windows platforms, coupled with exceptional communication and relationship management skills.

The position serves as a single point of accountability for executive IT issues, driving rapid triage, coordination, and resolution across infrastructure, applications, security, and other IT service teams. The ideal candidate demonstrates discretion, professionalism, and the ability to operate seamlessly in high‑visibility, high‑impact situations.

A strong understanding of the academic and research environment is essential, including sensitivity to faculty workflows, administrative operations, and institutional priorities.

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.

Qualifications

• 5+ years of desktop support experience, including significant 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.

Additional Information

Preferred Qualifications

• Exceptional customer service and interpersonal skills
• Strong ownership mentality and accountability
• Excellent verbal and written communication
• High level of discretion and professionalism
• Ability to navigate complex organizations and influence outcome