Technical Support Associate

About The Role

• Provide comprehensive IT support to an executive team and their assistants, ensuring seamless technology operations across various platforms and devices.
• Install, diagnose, repair, maintain, and upgrade end-user hardware and software.
• Support a diverse range of technologies: PCs, laptops, smartphones, tablets, MacBooks, Chromebooks, virtual desktops, and home networks.
• Deliver support in person, via phone, or through email.
• Proactive user outreach, asset management, and vendor coordination.
• Support for in-house applications.
• Support high-profile executives, including senior management and the Board of Directors.
• Adaptable, detail-oriented, and capable of handling multiple priorities while maintaining high service standards.
• Occasional travel and weekend support may be required.
• Be on-call for urgent issues.

Key Responsibilities

• Respond promptly to user inquiries via email, phone, or support tickets, providing timely and effective solutions.
• Escalate high-impact or unresolved issues while maintaining accountability for problem resolution.
• Support applications across multiple operating systems, including Windows 10/11, macOS, and Office 365 suite.
• Maintain and troubleshoot hardware such as Dell PCs, laptops, Chromebooks, smartphones, tablets, printers, monitors, and multimedia equipment.
• Assist users with in-house applications, ensuring smooth functionality and user training when necessary.
• Provide technical guidance and solutions to users at all organizational levels.
• Build, install, and configure hardware components following lifecycle management protocols.
• Manage inventory and asset tracking to ensure accurate records and timely replacements or upgrades.
• Support project delivery efforts, including hardware deployment, software rollouts, and system upgrades.
• Diagnose and resolve desktop and peripheral issues, including off-site repairs for remote users.
• Install, maintain, and troubleshoot end-user workstations and related hardware/software components.
• Collaborate with internal support teams and external vendors, including Cyber Security, Network Operations, and application support groups.
• Participate in disaster recovery planning and testing to ensure business continuity.
• Create and update technical documentation, sharing knowledge to enhance team capabilities.
• Provide support for multimedia platforms such as Cisco WebEx, Zoom, and Teams, including hosting and troubleshooting virtual meetings.
• Occasionally travel for support tasks, including high-risk or specialized deployments.
• Support specialized environments such as aircraft and aviation hangars, if applicable.

Requirements & Tech Stack

• Active Directory
• Mobile Device Management (MDM)
• SCCM
• macOS
• Office 365
• Windows 10/11
• Related hardware
• Enterprise tools such as Splunk and Control Up for proactive support
• Networking
• VPNs
• Cybersecurity practices
• Multimedia platforms: Cisco WebEx, Zoom, and Teams

Qualifications

• Strong background in IT support.
• Experience supporting executive-level clients in a corporate setting, preferably within the financial sector.
• Knowledge of aircraft and aviation hangar support is a plus.
• Excellent communication skills.
• Ability to troubleshoot complex issues efficiently.
• Customer-centric mindset.
• Ability to work independently.
• Prioritize tasks effectively.
• Collaborate with cross-functional teams.
• A relevant technical degree or certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco certifications are preferred.