About this role
Provide technical and troubleshooting support to employees, with a focus on white-glove VIP support for C-suite executives and CEO. Serve as a primary escalation point, support executive meetings and conference room technology, and participate in a 24x7 on-call support model.
Key Responsibilities
- Provide white-glove executive technical support
- Act as primary escalation point for executive-level issues
- Coordinate executive meetings and conference room technology
- Proactively monitor and support executive endpoints
- Maintain confidentiality and manage hardware/software inventory and documentation
Technical Overview
Support end users across Windows and Mac environments, including Microsoft Office applications. Manage device monitoring readiness, hardware/software inventory and lifecycle changes, and maintain documentation, SOPs, and knowledge base articles.
Ideal Candidate
The ideal candidate is a mid-level IT support professional who has provided white-glove, high-touch technical support to executives and can serve as a primary escalation point for executive-level issues. They are strong in end-user support across Windows and Mac, can manage hardware/software inventory and lifecycle changes, and have experience participating in a 24x7 on-call support model.
Must-Have Skills
technical and troubleshooting supportwhite-glovehigh-touch technical supportexecutive-level issue escalationstrict confidentialityend-user support for Windows/Mac systemsend-user support for Microsoft Office applications24x7 support modelon-call rotationafter-hours support
Tools & Platforms
Microsoft OfficeWindowsMac
Required Skills
technical and troubleshooting supportcomputer hardware supportcomputer software supportwhite-glove high-touch technical supportexecutive-level issue escalationstrict confidentialityconference room technologydevice monitoringVIP supportoff-hours assistanceWindowsMacMicrosoft Office applicationshardware/software inventorylifecycle changestechnical documentationSOPsknowledge base articlesissue status communicationsystemic issues escalation24x7 support modelon-call rotationafter-hours support
Hard Skills
technical and troubleshooting supportcomputer hardware supportcomputer software supportwhite-glovehigh-touch technical supportexecutive-level issue escalationstrict confidentialityexecutive meetings supportconference room technologydevice monitoringVIP supportoff-hours supportWindowsMacMicrosoft Office applicationshardware/software inventorylifecycle changestechnical documentationSOPsknowledge base articlesissue status communicationsystemic issues escalation24x7 support modelon-call rotationafter-hours support
Soft Skills
customer servicerapid resolutionminimal business disruptionconfidentialityteamworkcareinvolvement in productmissionand success
Keywords for Your Resume
Global Service Desk Specialist IIService Desk SpecialistIT Support Specialisttechnical and troubleshooting supportwhite-glovehigh-touch technical supportexecutive-level issuesescalation pointstrict confidentialityconference room technologydevice monitoringVIP supportoff-hours assistanceWindowsMacMicrosoft Officehardware/software inventorySOPsknowledge base articles24x7 support modelon-call rotationafter-hours support
Deal Breakers
Ability to provide on-site support at the Jacksonville, FL office, Ability to support Windows/Mac and Microsoft Office applications, Ability to participate in 24x7 support model including on-call rotation
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