VIP Deskside Engineer

Info Way Solutions; Des Moines (IA); On-site; USD 110,000 - 150,000; Full time

Job summary

Info Way Solutions in Des Moines, IA seeks an experienced Senior Executive IT Support Engineer to deliver white-glove, high-priority technical support to C-suite executives and VIP users. You will own incidents end-to-end across laptops, mobile devices, Microsoft 365, and executive conference rooms.

The ideal candidate combines advanced troubleshooting with executive presence, discretion, and proactive prevention of technology friction before critical meetings and events.

Qualifications

• 5–8+ years of enterprise deskside/EUC support, ideally for C-suite or VIP users.
• Experience supporting Windows 10/11, Microsoft Surface devices, mobile devices, and laptops.
• Proven ability to manage complex Microsoft 365 environments and SMB/enterprise apps.

Responsibilities

• Provide deskside and remote executive support with a white-glove approach, managing incidents end-to-end.
• Troubleshoot Windows 10/11 laptops, Surface devices, docking stations, peripherals, and printers.
• Support Microsoft 365 apps: Outlook, Teams, OneDrive, SharePoint; resolve mailbox and connectivity issues.
• Manage mobile devices (iOS/Android), enrollment, and device provisioning.
• Validate and troubleshoot executive meeting-room technology and Teams connectivity.

Skills

Executive support

Deskside & remote support

Microsoft 365 expertise

End-User Computing

Strong communication

Discretion & confidentiality

Tools

Microsoft Intune

SCCM

Windows Autopilot

Endpoint security tools

ServiceNow/ManageEngine

Job description

We are seeking an experienced and polished Senior Executive IT Support Engineer to deliver white-glove, high-priority technical support to our C-suite executives, senior leadership, and VIP users. In this role, you will act as the single point of contact for executive technology needs, ensuring seamless operations across laptops, mobile devices, Microsoft 365 environments, and executive conference rooms.

The ideal candidate combines advanced technical troubleshooting capabilities with exceptional executive presence, absolute discretion, and a proactive approach to preventing technology friction before critical meetings and events.

Key Responsibilities

• Executive & VIP Support: Provide dedicated deskside and remote support with a white-glove experience, ensuring urgent issues are handled with absolute professionalism, discretion, and minimal disruption. Take end-to-end ownership of incidents through resolution and provide proactive assistance ahead of critical leadership events.
• Desktop & Endpoint Support: Deliver advanced troubleshooting for Windows 10/11 laptops, Microsoft Surface devices, docking stations, hardware peripherals, and printers. Manage software installations, device provisioning, configuration, diagnostics, and seamless hardware refreshes or migrations.
• Microsoft 365 & Application Support: Provide deep-tier support for Outlook, Teams, OneDrive, SharePoint, and Microsoft 365 productivity apps. Resolve complex issues regarding mailbox access, profile synchronization, meeting connectivity, and authentication.
• Mobile Device Management (MDM): Support executive smartphones and tablets (iOS/iPhone/iPad and enterprise Android devices). Configure corporate email, Teams, certificates, and Wi-Fi while handling mobile device enrollment, replacements, and upgrades.
• Conference Room & Meeting Support: Proactively test and validate executive meeting-room technology prior to high-profile sessions. Rapidly troubleshoot Microsoft Teams connectivity, audio/video displays, cameras, and presentation-sharing tools.
• Identity, Access & Network Connectivity: Troubleshoot authentication challenges involving Microsoft Entra ID, Multi-Factor Authentication (MFA), Windows login, VPN access, corporate Wi-Fi, and wired networking.
• Incident & ITSM Management: Document, manage, and prioritize executive support tickets within the enterprise ITSM platform. Escalate high-impact issues appropriately, participate in Major Incident Management, and maintain standard operating procedures (SOPs).
• Onboarding, Offboarding & Security: Execute seamless technology provisioning for executive onboarding, transfers, and departures. Maintain strict adherence to cybersecurity policies, data privacy standards, and equipment chain of custody.

Required Qualifications & Technical Skills

• Experience Floor: 5–8+ years of enterprise deskside and End-User Computing (EUC) support experience, ideally with demonstrated background supporting C-suite executives or VIP users in large enterprise/managed-services environments.
• End-User Computing: Windows 10/11, Microsoft Surface and enterprise hardware, device drivers, peripherals, and remote support utilities.
• Microsoft 365 Stack: Advanced proficiency across Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Endpoint Management: Hands-on experience with Microsoft Intune, Microsoft Configuration Manager (SCCM), Windows Autopilot, and endpoint security tools.
• Mobility & Networking: iOS/Android administration, MDM policies, TCP/IP, DNS, DHCP, VPN, and corporate Wi-Fi/LAN troubleshooting.
• Identity & Security: Working knowledge of Microsoft Entra ID, MFA, BitLocker, and enterprise endpoint security fundamentals.
• Exceptional customer-service orientation with a proactive, anticipatory support mindset.
• Impeccable executive presence, professional communication, and the ability to explain technical concepts clearly to non-technical leaders.
• Ability to remain calm, focused, and composed under high-pressure or urgent conditions.
• High level of discretion, judgment, and adherence to strict confidentiality.
• Strong organizational, prioritization, and rapid cross-functional coordination skills.

Preferred Qualifications

• Experience supporting executive boardrooms, high-profile meetings, and advanced A/V systems.
• Experience utilizing enterprise ITSM platforms (e.g., ServiceNow, ManageEngine ServiceDesk Plus).
• Relevant Microsoft Endpoint or Microsoft 365 certifications.
• ITIL Foundation certification is a strong advantage.