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.

Key Responsibilities

• 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.

Requirements & Tech Stack

• Microsoft 365 (including Outlook, Teams, and executive collaboration tools)
• Microsoft Teams Rooms
• Windows devices
• Mobile devices
• Remote connectivity
• ServiceNow or a comparable IT service management platform
• Systems engineering tools
• Endpoint configuration
• Operating systems
• Network troubleshooting
• Scripting
• Application configuration
• Web-based technologies
• Approved automation tools

Qualifications

• 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.
• Experience providing white-glove technology support to executives or other high-visibility business users.
• Partnering with Executive Assistants.
• Supporting leadership or Board meetings.
• Hands-on experience with proactive technology checks.
• Executive onboarding.
• Device lifecycle support.
• Approved scripting or automation.
• Support documentation.
• ITIL Foundation or relevant Microsoft or endpoint-support certifications are preferred.

Skills & Abilities

• Ability to coordinate with Executive Assistants and technical teams.
• Ability to prioritize business-impacting issues and follow through to resolution.
• Excellent written and verbal communication.
• Customer service.
• Discretion.
• Ability to explain technical issues to nontechnical users.
• Ability to meet established deadlines and handle multiple customer service demands.
• Ability to effectively communicate and provide positive customer service to demanding or challenging internal and external customers.

Travel Requirements

• 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.