Job Description: Executive Deskside Support Engineer
Role: Executive Deskside Support Engineer, End User Computing / Workplace Services
Location Des Moines, IA (no remote option)
Key Responsibilities
Executive & VIP Support
- Provide dedicated deskside and remote technical support for executives and designated VIP users.
- Deliver a white-glove support experience, ensuring issues are handled with urgency, professionalism, and minimal disruption.
- Take end-to-end ownership of executive incidents and service requests through resolution.
- Provide proactive technical assistance before critical meetings, executive presentations, and leadership events.
- Coordinate with infrastructure, network, security, application, collaboration, and vendor teams when issues require escalation.
- Maintain clear communication with executive users throughout incident resolution.
- Ensure appropriate follow-up after resolution to confirm services are functioning as expected.
Desktop & Endpoint Support
Provide advanced troubleshooting and support for:
- Windows 10/11 laptops and desktops
- Microsoft Surface and other enterprise endpoint devices
- Hardware and peripheral issues
- Docking stations and monitors
- Printers and scanners
- Headsets, webcams, keyboards, and other peripherals
- Device performance and operating system issues
- Software installation and troubleshooting
- Device replacement, refresh, and migration activities
Support device provisioning, configuration, diagnostics, repair coordination, and replacement as required.
Microsoft 365 Support
Provide advanced user support for:
- Microsoft Outlook
- Microsoft Teams
- OneDrive for Business
- SharePoint Online
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Edge
Troubleshoot issues involving Outlook profiles, mailbox access, Teams meetings, OneDrive synchronization, Microsoft 365 applications, authentication, and related end-user services.
Mobile Device Support
- Support executive smartphones and tablets, including iPhone, iPad, and enterprise-supported Android devices.
- Troubleshoot corporate email, Microsoft Teams, authentication, certificates, Wi-Fi, and other approved business applications.
- Support device enrollment and mobile device management processes.
- Assist with device replacements, upgrades, and migrations.
- Coordinate with mobility and security teams for complex mobile-device issues.
Executive Meeting & Conference Room Support
- Provide proactive support for executive meetings, leadership sessions, and critical presentations.
- Validate conference room technology before high-profile meetings where required.
- Troubleshoot Microsoft Teams meeting connectivity, audio, video, displays, cameras, microphones, and presentation-sharing issues.
- Provide rapid onsite intervention for executive meeting-room issues.
- Coordinate with AV and collaboration teams for advanced conference-room incidents.
Identity, Access & Connectivity
Troubleshoot common end-user issues involving:
- Microsoft Entra ID authentication
- Multi-factor authentication
- Windows login
- VPN connectivity
- Corporate Wi-Fi
- Wired network connectivity
- Password and account-related issues
- Remote-access services
Work with identity, networking, and security teams when advanced troubleshooting or privileged changes are required.
Incident & Service Management
- Create, update, and manage executive support tickets in the organization's ITSM platform.
- Maintain accurate troubleshooting notes and resolution details.
- Ensure executive incidents receive appropriate prioritization under established ITSM procedures.
- Escalate high-impact or recurring issues to appropriate technical teams.
- Participate in Major Incident Management when executive services are impacted.
- Identify recurring executive support issues and recommend permanent corrective actions.
- Maintain executive-support knowledge articles, SOPs, and troubleshooting documentation.
Executive Onboarding & Offboarding
Provide technology support for executive onboarding, transfers, and departures, including:
- Laptop and endpoint preparation
- Mobile device setup
- Microsoft 365 configuration
- Access validation
- Peripheral and workspace setup
- Conference and collaboration tool readiness
Coordinate across relevant teams to ensure executive technology is operational when required.
Security & Confidentiality
- Maintain strict confidentiality when handling executive devices, data, communications, and support requests.
- Follow organizational cybersecurity, privacy, and data-handling policies.
- Ensure devices remain compliant with endpoint-security requirements.
- Immediately escalate suspected security incidents through established security procedures.
- Maintain appropriate chain of custody and handling procedures for executive equipment where applicable.
Required Technical Skills
End-User Computing
- Windows 10/11
- Microsoft Surface and enterprise laptop/desktop hardware
- Device drivers and peripherals
- Printing and scanning
- Remote desktop/support tools
- Endpoint troubleshooting
Microsoft 365
- Outlook
- Teams
- OneDrive
- SharePoint
- Word
- Excel
- PowerPoint
Endpoint Management
Hands-on experience with technologies such as:
- Microsoft Intune
- Microsoft Configuration Manager
- Windows Autopilot
- Enterprise endpoint security tools
Mobility
- iOS/iPhone/iPad
- Android
- Mobile Device Management
- Corporate email and Teams configuration
- Mobile authentication and connectivity troubleshooting
Networking
Working knowledge of:
- TCP/IP
- DNS
- DHCP
- VPN
- Wi-Fi
- LAN connectivity
- Network troubleshooting fundamentals
Identity & Security
Working knowledge of:
- Microsoft Entra ID
- Multi-factor authentication
- Windows authentication
- BitLocker
- Endpoint security fundamentals
Executive Support Competencies
The candidate must demonstrate:
- Excellent customer-service orientation
- Executive presence and professional communication
- Ability to remain calm during urgent or high-pressure situations
- Strong sense of ownership and accountability
- Excellent troubleshooting and analytical skills
- Ability to communicate technical issues clearly to non-technical executives
- Strong prioritization and time-management skills
- High level of discretion and confidentiality
- Ability to coordinate rapidly across multiple technology teams
- Strong attention to detail
- Proactive rather than purely reactive support mindset
Preferred Qualifications
- 5 8+ years of enterprise deskside/EUC support experience.
- Demonstrated experience supporting C-suite, senior executives, or VIP users.
- Experience in a large enterprise or managed-services environment.
- Experience supporting executive meetings and conference-room technology.
- Hands-on experience with Microsoft 365, Windows, Intune, and enterprise endpoint technologies.
- Experience with ServiceNow, ManageEngine ServiceDesk Plus, or a comparable ITSM platform.
- Relevant Microsoft endpoint or Microsoft 365 certifications are preferred.
- ITIL Foundation certification is an advantage.
Success Measures
Performance in this role should focus on:
- Executive user experience and satisfaction
- Responsiveness to priority incidents
- End-to-end ticket ownership
- Incident restoration and resolution
- Repeat-incident reduction
- Meeting and event technology readiness
- Accurate ticket documentation
- Successful executive onboarding/device refresh
- Compliance with security and ITSM processes
