Associate Systems Engineer (In-Office)

About the Role

Provide high-touch, customer-focused technology support for the CEO and Executive Leadership Team, coordinating with Executive Assistants and IT teams to resolve issues promptly and minimize business disruption. Apply systems engineering practices to configure, maintain, troubleshoot, and improve the devices, applications, connectivity, and collaboration technologies used by executive leadership. Assist in defining system requirements, evaluating compatibility, and investigating recurring issues to support secure, reliable technology across office, remote, and designated meeting locations.

Essential Functions

• Provides responsive, discreet technology support to the CEO and Executive Leadership Team, maintaining devices, Microsoft 365 applications, peripherals, and connectivity. Partners with Executive Assistants and IT teams to resolve and document requests under established security procedures. Supports onboarding, device replacement, and leadership and Board meetings, including readiness checks and onsite troubleshooting with AV and Conference Services.
• Supports EUT and Collaboration Services engineers with device and application deployments, configuration, troubleshooting, and Microsoft Teams Rooms support. Uses approved engineering tools and automation, validates changes, and minimizes service disruption.
• Prevents and resolves technology issues through proactive readiness checks, Executive Assistant check-ins, troubleshooting, and root cause analysis. Maintains support documentation and backup-device readiness; coordinates escalations and coverage with IT teams.
• Tests and evaluates technology using executive feedback, defined requirements, and compatibility and integration checks. Documents findings and researches products to support purchasing through established processes and improve reliability and usability.
• Maintains systems engineering and executive-support knowledge through training, professional resources, and team collaboration. Shares troubleshooting procedures to strengthen service consistency and backup coverage.

Qualifications

• Education Level: Bachelor's Degree in Information Technology or Computer Science OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required.

Preferred Qualifications

• Experience providing white-glove technology support to executives or other high-visibility business users; partnering with Executive Assistants; and supporting leadership or Board meetings.
• Hands-on experience with Microsoft 365, Teams and Teams Rooms, Windows devices, mobile devices, remote connectivity, and ServiceNow or a comparable IT service management platform.
• Experience with proactive technology checks, executive onboarding, device lifecycle support, approved scripting or automation, and support documentation.
• ITIL Foundation or relevant Microsoft or endpoint-support certifications preferred.

Knowledge, Skills, and Abilities (KSAs)

• Knowledge of systems engineering tools, endpoint configuration, operating systems, and network troubleshooting.
• Knowledge of scripting, application configuration, web-based technologies, and approved automation tools.
• Proficient in Microsoft 365 applications, including Outlook, Teams, and executive collaboration tools.
• Ability to coordinate with Executive Assistants and technical teams, prioritize business-impacting issues, and follow through to resolution.
• Excellent written and verbal communication, customer service, discretion, and ability to explain technical issues to nontechnical users.
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Travel Requirements

• Estimate Amount: Local travel between CareFirst locations and designated executive-support sites multiple times weekly, based on business needs. Quarterly travel to support leadership and Board meetings may require overnight stays of up to 3 days per trip.

Salary Range

• $66,168 - $131,417

Department

• Collaboration Services