Deskside Support Engineer

Executive Deskside Support EngineerRole: Executive Deskside Support Engineer, End User Computing / Workplace ServicesLocation – Des Moines, IA (no remote option)Key ResponsibilitiesExecutive & VIP SupportProvide dedicated deskside and remote technical support for executives and designated VIP users.Deliver a white-glove support experience, ensuring issues are handled with urgency, professionalism, and minimal disruption.Take end-to-end ownership of executive incidents and service requests through resolution.Provide proactive technical assistance before critical meetings, executive presentations, and leadership events.Coordinate with infrastructure, network, security, application, collaboration, and vendor teams when issues require escalation.Maintain clear communication with executive users throughout incident resolution.Ensure appropriate follow-up after resolution to confirm services are functioning as expected.Desktop & Endpoint SupportProvide advanced troubleshooting and support for:Windows 10/11 laptops and desktopsMicrosoft Surface and other enterprise endpoint devicesHardware and peripheral issuesDocking stations and monitorsPrinters and scannersHeadsets, webcams, keyboards, and other peripheralsDevice performance and operating system issuesSoftware installation and troubleshootingDevice replacement, refresh, and migration activitiesSupport device provisioning, configuration, diagnostics, repair coordination, and replacement as required.Microsoft 365 SupportProvide advanced user support for:Microsoft OutlookMicrosoft TeamsOneDrive for BusinessSharePoint OnlineMicrosoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft EdgeTroubleshoot issues involving Outlook profiles, mailbox access, Teams meetings, OneDrive synchronization, Microsoft 365 applications, authentication, and related end-user services.Mobile Device SupportSupport executive smartphones and tablets, including iPhone, iPad, and enterprise-supported Android devices.Troubleshoot corporate email, Microsoft Teams, authentication, certificates, Wi-Fi, and other approved business applications.Support device enrollment and mobile device management processes.Assist with device replacements, upgrades, and migrations.Coordinate with mobility and security teams for complex mobile-device issues.Executive Meeting & Conference Room SupportProvide proactive support for executive meetings, leadership sessions, and critical presentations.Validate conference room technology before high-profile meetings where required.Troubleshoot Microsoft Teams meeting connectivity, audio, video, displays, cameras, microphones, and presentation-sharing issues.Provide rapid onsite intervention for executive meeting-room issues.Coordinate with AV and collaboration teams for advanced conference-room incidents.Identity, Access & ConnectivityTroubleshoot common end-user issues involving:Microsoft Entra ID authenticationMulti-factor authenticationWindows loginVPN connectivityCorporate Wi-FiWired network connectivityPassword and account-related issuesRemote-access servicesWork with identity, networking, and security teams when advanced troubleshooting or privileged changes are required.Incident & Service ManagementCreate, update, and manage executive support tickets in the organization's ITSM platform.Maintain accurate troubleshooting notes and resolution details.Ensure executive incidents receive appropriate prioritization under established ITSM procedures.Escalate high-impact or recurring issues to appropriate technical teams.Participate in Major Incident Management when executive services are impacted.Identify recurring executive support issues and recommend permanent corrective actions.Maintain executive-support knowledge articles, SOPs, and troubleshooting documentation.Executive Onboarding & OffboardingProvide technology support for executive onboarding, transfers, and departures, including:Laptop and endpoint preparationMobile device setupMicrosoft 365 configurationAccess validationPeripheral and workspace setupConference and collaboration tool readinessCoordinate across relevant teams to ensure executive technology is operational when required.Security & ConfidentialityMaintain strict confidentiality when handling executive devices, data, communications, and support requests.Follow organizational cybersecurity, privacy, and data-handling policies.Ensure devices remain compliant with endpoint-security requirements.Immediately escalate suspected security incidents through established security procedures.Maintain appropriate chain of custody and handling procedures for executive equipment where applicable.Required Technical SkillsEnd-User ComputingWindows 10/11Microsoft Surface and enterprise laptop/desktop hardwareDevice drivers and peripheralsPrinting and scanningRemote desktop/support toolsEndpoint troubleshootingMicrosoft 365OutlookTeamsOneDriveSharePointWordExcelPowerPointEndpoint ManagementHands-on experience with technologies such as:Microsoft IntuneMicrosoft Configuration ManagerWindows AutopilotEnterprise endpoint security toolsMobilityiOS/iPhone/iPadAndroidMobile Device ManagementCorporate email and Teams configurationMobile authentication and connectivity troubleshootingNetworkingWorking knowledge of:TCP/IPDNSDHCPVPNWi-FiLAN connectivityNetwork troubleshooting fundamentalsIdentity & SecurityWorking knowledge of:Microsoft Entra IDMulti-factor authenticationWindows authenticationBitLockerEndpoint security fundamentalsExecutive Support CompetenciesThe candidate must demonstrate:Excellent customer-service orientationExecutive presence and professional communicationAbility to remain calm during urgent or high-pressure situationsStrong sense of ownership and accountabilityExcellent troubleshooting and analytical skillsAbility to communicate technical issues clearly to non-technical executivesStrong prioritization and time-management skillsHigh level of discretion and confidentialityAbility to coordinate rapidly across multiple technology teamsStrong attention to detailProactive rather than purely reactive support mindsetPreferred Qualifications5–8+ years of enterprise deskside/EUC support experience.Demonstrated experience supporting C-suite, senior executives, or VIP users.Experience in a large enterprise or managed-services environment.Experience supporting executive meetings and conference-room technology.Hands-on experience with Microsoft 365, Windows, Intune, and enterprise endpoint technologies.Experience with ServiceNow, ManageEngine ServiceDesk Plus, or a comparable ITSM platform.Relevant Microsoft endpoint or Microsoft 365 certifications are preferred.ITIL Foundation certification is an advantage.Success MeasuresPerformance in this role should focus on:Executive user experience and satisfactionResponsiveness to priority incidentsEnd-to-end ticket ownershipIncident restoration and resolutionRepeat-incident reductionMeeting and event technology readinessAccurate ticket documentationSuccessful executive onboarding/device refreshCompliance with security and ITSM processes