Senior Executive IT Support Specialist

NICE; Hoboken (NJ); On-site; USD 70,000 - 100,000; Full time

Job summary

NICE is seeking a Senior Executive IT Support Specialist in Hoboken, New Jersey, to provide VIP support for executive leadership and senior management. This high-visibility role demands a strong IT background with over 6 years of experience in corporate environments and at least 3 years supporting executives. Responsibilities include ensuring seamless technology experience, troubleshooting, and maintaining VIP devices. The ideal candidate will demonstrate excellent communication skills and professionalism in a fast-paced setting, along with a Bachelor's degree in a related field.

Qualifications

• 6+ years of experience in IT Support roles in corporate environments.
• 3+ years supporting executives and VIPs directly.
• Strong understanding of networking and troubleshooting.
• Excellent communication and patience with users.

Responsibilities

• Provide premium-level support to executives and VIP users.
• Deliver Tier 2 support across various technologies.
• Perform workstation deployments and upgrades.
• Maintain accurate documentation and follow ITIL processes.

Skills

Technical support

Windows/Mac OS expertise

Communication skills

Customer service orientation

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Microsoft 365

Zoom

AV systems

Job description

Senior Executive IT Support Specialist (White Glove / VIP Support)

The Senior Executive IT Support Specialist (White Glove / VIP Support) is a high‑visibility, customer‑focused role responsible for delivering exceptional technical support to executive leadership, senior management, and key business stakeholders. Acting as the face of IT across the organization, this role ensures a seamless technology experience, proactive issue resolution, and a high standard of professionalism.

Key Responsibilities

VIP & White Glove Support (Primary Responsibility)

• Provide personalized, premium‑level support to executives, senior leaders, and VIP users.
• Offer on‑site, remote, and direct support during critical meetings, presentations, town halls, and executive sessions.
• Manage and proactively maintain VIP devices: laptops, mobile phones, conferencing equipment, peripherals, and collaboration tools.
• Prioritize urgent VIP incidents and ensure immediate, high‑quality resolution.
• Track recurring issues and propose long‑term solutions to enhance the VIP technology experience.
• Ensure confidentiality and discretion when handling sensitive data and executive workflows.

Serve as the Face of IT

• Represent the IT Support organization professionally to employees across all levels of the business.
• Build trust through clear communication, ownership, and proactive engagement.
• Participate in cross‑department interactions, reinforcing IT’s role as a strategic, service‑oriented partner.
• Provide updates, insights, and feedback to IT leadership regarding user sentiment and technology challenges.
• Promote IT initiatives, policies, and best practices in a friendly, approachable manner.
• Drive a culture of service excellence, customer focus, and reliability.

Technical Support & Troubleshooting

• Deliver Tier 2 support for hardware, software, networking, collaboration tools (Teams, Zoom), and workplace technologies.
• Diagnose complex issues and coordinate with internal IT teams (End‑Client Architecture, Security, Networking, Applications) to ensure timely resolution.
• Perform workstation deployments, upgrades, imaging, and configuration.
• Support meetings, video conferencing rooms, and all AV/VC equipment.
• Maintain accurate documentation in ticketing systems and follow ITIL‑aligned processes.

Operational Excellence

• Maintain strong knowledge of company systems, services, and device standards.
• Track and maintain assigned IT assets ensuring proper lifecycle, inventory accuracy, and compliance.
• Follow all IT policies, security standards, and operational procedures.
• Contribute to continuous improvement of support processes and playbooks.
• Provide clear written communication, including follow‑ups, user updates, and internal documentation.

Qualifications & Experience

• 6+ years of experience in IT Support / Service Desk / Deskside Support roles in corporate or enterprise environments.
• 3+ years of experience directly supporting executives, board members, and other VIPs.
• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• Strong understanding of networking and network troubleshooting.
• Demonstrated experience supporting executives, management, or VIP users.
• Expertise in Windows, Microsoft 365, Zoom, and iOS platforms.
• Strong knowledge of Windows/Mac OS, Microsoft 365, Teams, mobile OSs, laptops, AV systems, and other related technologies.
• Excellent communication, patience, and customer service orientation.
• Ability to work under pressure, manage multiple priorities, and handle sensitive information.
• Professional presence and polished interpersonal skills.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, ITIL Foundations, or Microsoft/Apple credentials.
• Experience supporting executive meetings, board sessions, and off‑sites.
• Background in ITSM or Agile environments focused on service improvement.
• High service orientation and empathy.
• Strong sense of ownership and accountability.
• Professional communication (verbal, written, and in‑person).
• Technical troubleshooting excellence.
• Discretion and confidentiality.
• Proactive problem solving.
• Ability to calmly handle high‑pressure scenarios.

Equal Employment Opportunity Statement

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.