Lead Technical Support Analyst

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Key responsibilities include: Serve as a senior technical escalation point for complex or unfamiliar end-user issues. T roubleshoot and resolve hardware, software, mobile, connectivity, and collaboration issues across Windows, macOS, iOS, and Android platforms. Support Microsoft 365, Outlook, Teams, Exchange, OneDrive, SharePoint, and other enterprise productivity tools. Proactively monitor executive devices, services, and technology experiences to identify and resolve issues before they impact leadership. Test and validate executive meeting technologies before critical meetings, including AV setups, VIP conference calls, hybrid meeting rooms, conference room equipment, and Microsoft Teams Rooms. Support quarterly officer board meetings, town halls, leadership meetings, and other high-profile executive events. Coordinate with engineering teams and support partners to resolve complex or escalated issues. Maintain accurate documentation for executive devices, preferences, support history, known issues, and resolution procedures. Participate in executive onboarding, offboarding, device refreshes, travel technology preparation, mobile device support, and urgent escalation handling. Handle sensitive and confidential information with discretion, integrity, and sound judgment. Maintain a calm, polished, and executive-ready presence, especially during urgent or high-pressure situations. Support the Executive Support Manager with team operations, reporting, communications, scheduling, and service delivery oversight. Create, update, and contribute to SOPs, knowledge articles, service standards, and executive support playbooks. Identify service gaps, recommend improvements, and help drive a more proactive, consistent, and mature executive support model. The ideal candidate brings a strong combination of technical expertise, executive presence, service discipline, and sound judgment. Executive support requires more than technical troubleshooting; it requires anticipation, discretion, ownership, responsiveness, and the ability to deliver a seamless experience in high-pressure environments. The candidate must be comfortable working directly with senior leaders and their assistants, managing sensitive situations, and communicating clearly with both technical and non-technical stakeholders. This person should be dependable, prepared, proactive, and committed to continuously improving the executive support experience.

4 years of desktop support, walk-up support, endpoint support, desktop engineering, EUC, or senior-level end-user support experience. Demonstrated experience serving as a technical escalation point for other support professionals . Strong understanding of ITSM practices, incident management, request fulfillment, escalation handling, and service documentation. Experience using ServiceNow or similar ITSM platforms. Familiarity with enterprise endpoint management, remote support tools, VPN, secure access, and device compliance practices. Experience partnering with engineering and support teams. Industry certifications such as CompTIA, Microsoft, Apple, HDI, ITIL, or similar credentials are preferred. Technical skills: Strong expertise with Windows 11, macOS, iOS, Android, and enterprise mobile device support. Advanced troubleshooting skills for laptops, desktops, mobile devices, peripherals, printers, docking stations, displays, and conference room equipment. Strong working knowledge of Microsoft 365, Outlook, Exchange, Teams, OneDrive, SharePoint, and enterprise productivity applications. Experience with AV and video conferencing technologies, including Microsoft Teams Rooms,