L3 White Glove Desktop Support

Introduction:

The L3 White Glove Desktop Support role is a key position within our organization, providing top-tier support to executive and VIP stakeholders. This role requires a high level of technical expertise, professionalism, and a commitment to delivering exceptional service.

Responsibilities:

• Serve as the primary L3 escalation point for all executive/VIP support issues, owning incidents end-to-end with a white-glove, accountability-driven approach.
• Provide concierge-level support directly to C-suite executives, board members, and visiting VIPs, ensuring a frictionless and interruption-free technology experience.
• Build and maintain trusted relationships with executive stakeholders, acting as a reliable and discreet technology partner.
• Perform advanced troubleshooting and root cause analysis across Windows, macOS, iOS, Android, and Microsoft 365 environments with urgency and precision.
• Deliver proactive, anticipatory support, ensuring executive devices, applications, and meeting environments are always optimized and ready.
• Architect, configure, and maintain executive-level device ecosystems, including laptops, mobile devices, and secure collaboration tools (Teams, Zoom, Webex).
• Lead workstation engineering initiatives (PowerShell scripting, SCCM/MECM, Intune, endpoint hardening) to ensure stability, performance, and security at the executive tier.
• Own and deliver executive A/V and boardroom support, including live troubleshooting for high-stakes meetings, presentations, and events.

Requirements:

• Experience with Microsoft SCCM
• Strong knowledge of Active Directory
• Excellent communication and interpersonal skills
• Ability to work under pressure and deliver high-quality support to executive stakeholders
• Proven track record of building and maintaining trusted relationships with key stakeholders
• Experience in architecting and configuring executive-level device ecosystems
• Ability to lead workstation engineering initiatives and troubleshoot complex technical issues
• Strong problem-solving skills and a proactive approach to support