The Associate Technical Support Analyst delivers personalized, white-glove technical support to executives and senior stakeholders, ensuring a reliable, secure, and efficient technology experience across corporate offices, remote locations, and travel settings. This role demands strong technical expertise, discretion, and clear communication to resolve issues quickly and maintain service excellence.
Responsibilities
- Deliver personalized, high-level technical support to executives, senior leaders, and VIPs.
- Quickly diagnose and resolve issues with hardware, software, networks, and collaboration tools.
- Support technology needs for executives working in offices, remotely, or while traveling.
- Set up, configure, and maintain executive devices such as laptops, mobile phones, tablets, and connected peripherals.
- Ensure uninterrupted and secure access to enterprise systems, networks, and collaboration platforms.
- Install, configure, and manage Windows and macOS workstations, mobile devices, and associated technologies.
- Perform device imaging, provisioning, software updates, and lifecycle management tasks.
- Manage endpoint settings, security patches, and compliance policies according to organizational standards.
- Troubleshoot operating system errors, productivity applications, video conferencing tools, and enterprise software.
- Provide on-site or remote support during executive and board meetings, as well as high-profile events.
- Prepare conference rooms and audio-visual systems to ensure smooth and professional presentations.
- Address live technical problems during meetings with minimal disruption.
- Coordinate with events and AV teams to support technology requirements for executive functions.
- Respond promptly to service tickets and incidents with professionalism and urgency.
- Record technical problems, steps taken, and resolutions in the IT service management system.
- Escalate complex technical issues to specialized teams while keeping stakeholders informed.
- Identify recurring technical problems and suggest long-term improvements.
- Follow corporate security policies and industry best practices rigorously.
- Implement secure configurations, encryption, and authentication methods on executive devices.
- Handle confidential and sensitive data with the highest level of discretion.
- Work with cybersecurity teams to protect executive systems from emerging threats.
- Collaborate with infrastructure, networking, cybersecurity, and application teams on technical solutions.
- Partner with facilities, events, and executive assistants to align technology support needs.
- Participate in IT initiatives focused on improving workplace technology and executive support services.
Requirements
- Professional IT support specialist with strong technical troubleshooting abilities.
- Excellent verbal and written communication skills.
- Proactive approach to service delivery and problem resolution.
- Ability to perform effectively in fast-paced, high-visibility environments.
- Demonstrated discretion, responsiveness, and technical accuracy.
- Experience supporting executives or high-profile individuals.
- Proficient in diagnosing issues with hardware, software, networks, and collaboration tools.
- Experience supporting technology use in office, remote, and travel settings.
- Skilled in configuring, deploying, and maintaining laptops, mobile devices, tablets, and peripherals.
- Strong knowledge of managing Windows and macOS workstations.
- Experience with device imaging, provisioning, updates, and lifecycle processes.
- Familiarity with endpoint management, patching, and security policies.
- Ability to troubleshoot operating systems, productivity software, conferencing tools, and enterprise applications.
- Experience providing technical support for meetings, presentations, and corporate events.
- Skilled in preparing and troubleshooting audio-visual and collaboration systems.
- Experience documenting technical issues and resolutions in IT service management systems.
- Ability to escalate issues appropriately while maintaining stakeholder communication.
- Committed to tracking recurring issues and recommending sustainable fixes.
- Strict adherence to corporate security standards and best practices.
- Experience implementing secure device configurations, encryption, and authentication protocols.
- Ability to handle sensitive information confidentially and with discretion.
- Skilled in collaborating with infrastructure, security, and enterprise technology teams.
Tech Stack
Windows, macOS, Mobile devices (iOS, Android), Tablets, Laptops, Peripherals, Enterprise networks, Collaboration platforms, Productivity tools, Conferencing platforms, Enterprise applications, IT service management systems, Audio-visual systems, Cybersecurity tools, Device imaging and provisioning tools
Work Arrangement
hybrid — Supports executives in corporate offices, remote work locations, and during travel.
Team
Part of the Executive IT Support team; collaborates with infrastructure, security, enterprise technology, facilities, events teams, and executive assistants.
- High-touch, white-glove service orientation
- Proactive and responsive support culture
- Emphasis on discretion and confidentiality
- Collaborative teamwork across IT and support functions
- Commitment to service quality and reliability
Additional Information
- Role involves supporting executives during travel.
- High visibility and fast-paced environment.
- Requires handling of sensitive and confidential information.
- On-site or remote support for meetings and events may be required.
- Collaboration with AV specialists and corporate events teams is expected.
- Participation in IT projects related to workplace technology improvements.
