Deskside Support Engineer

Executive Deskside Support Engineer

Role: Executive Deskside Support Engineer, End User Computing / Workplace Services

Location – Des Moines, IA (no remote option)

Key Responsibilities

Executive & VIP Support

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• Provide dedicated deskside and remote technical support for executives and designated VIP users.
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• Deliver a white-glove support experience, ensuring issues are handled with urgency, professionalism, and minimal disruption.
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• Take end-to-end ownership of executive incidents and service requests through resolution.
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• Provide proactive technical assistance before critical meetings, executive presentations, and leadership events.
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• Coordinate with infrastructure, network, security, application, collaboration, and vendor teams when issues require escalation.
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• Maintain clear communication with executive users throughout incident resolution.
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• Ensure appropriate follow-up after resolution to confirm services are functioning as expected.
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Desktop & Endpoint Support

Provide advanced troubleshooting and support for:

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• Windows 10/11 laptops and desktops
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• Microsoft Surface and other enterprise endpoint devices
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• Hardware and peripheral issues
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• Docking stations and monitors
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• Printers and scanners
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• Headsets, webcams, keyboards, and other peripherals
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• Device performance and operating system issues
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• Software installation and troubleshooting
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• Device replacement, refresh, and migration activities
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Support device provisioning, configuration, diagnostics, repair coordination, and replacement as required.

Microsoft 365 Support

Provide advanced user support for:

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• Microsoft Outlook
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• Microsoft Teams
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• OneDrive for Business
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• SharePoint Online
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• Microsoft Word
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• Microsoft Excel
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• Microsoft PowerPoint
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• Microsoft Edge
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Troubleshoot issues involving Outlook profiles, mailbox access, Teams meetings, OneDrive synchronization, Microsoft 365 applications, authentication, and related end-user services.

Mobile Device Support

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• Support executive smartphones and tablets, including iPhone, iPad, and enterprise-supported Android devices.
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• Troubleshoot corporate email, Microsoft Teams, authentication, certificates, Wi-Fi, and other approved business applications.
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• Support device enrollment and mobile device management processes.
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• Assist with device replacements, upgrades, and migrations.
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• Coordinate with mobility and security teams for complex mobile-device issues.
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Executive Meeting & Conference Room Support

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• Provide proactive support for executive meetings, leadership sessions, and critical presentations.
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• Validate conference room technology before high-profile meetings where required.
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• Troubleshoot Microsoft Teams meeting connectivity, audio, video, displays, cameras, microphones, and presentation-sharing issues.
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• Provide rapid onsite intervention for executive meeting-room issues.
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• Coordinate with AV and collaboration teams for advanced conference-room incidents.
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Identity, Access & Connectivity

Troubleshoot common end-user issues involving:

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• Microsoft Entra ID authentication
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• Multi-factor authentication
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• Windows login
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• VPN connectivity
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• Corporate Wi-Fi
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• Wired network connectivity
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• Password and account-related issues
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• Remote-access services
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Work with identity, networking, and security teams when advanced troubleshooting or privileged changes are required.

Incident & Service Management

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• Create, update, and manage executive support tickets in the organization's ITSM platform.
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• Maintain accurate troubleshooting notes and resolution details.
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• Ensure executive incidents receive appropriate prioritization under established ITSM procedures.
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• Escalate high-impact or recurring issues to appropriate technical teams.
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• Participate in Major Incident Management when executive services are impacted.
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• Identify recurring executive support issues and recommend permanent corrective actions.
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• Maintain executive-support knowledge articles, SOPs, and troubleshooting documentation.
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Executive Onboarding & Offboarding

Provide technology support for executive onboarding, transfers, and departures, including:

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• Laptop and endpoint preparation
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• Mobile device setup
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• Microsoft 365 configuration
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• Access validation
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• Peripheral and workspace setup
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• Conference and collaboration tool readiness
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Coordinate across relevant teams to ensure executive technology is operational when required.

Security & Confidentiality

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• Maintain strict confidentiality when handling executive devices, data, communications, and support requests.
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• Follow organizational cybersecurity, privacy, and data-handling policies.
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• Ensure devices remain compliant with endpoint-security requirements.
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• Immediately escalate suspected security incidents through established security procedures.
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• Maintain appropriate chain of custody and handling procedures for executive equipment where applicable.
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Required Technical Skills

End-User Computing

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• Windows 10/11
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• Microsoft Surface and enterprise laptop/desktop hardware
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• Device drivers and peripherals
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• Printing and scanning
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• Remote desktop/support tools
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• Endpoint troubleshooting
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Microsoft 365

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• Outlook
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• Teams
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• OneDrive
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• SharePoint
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• Word
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• Excel
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• PowerPoint
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Endpoint Management

Hands-on experience with technologies such as:

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• Microsoft Intune
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• Microsoft Configuration Manager
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• Windows Autopilot
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• Enterprise endpoint security tools
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Mobility

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• iOS/iPhone/iPad
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• Android
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• Mobile Device Management
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• Corporate email and Teams configuration
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• Mobile authentication and connectivity troubleshooting
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Networking

Working knowledge of:

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• TCP/IP
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• DNS
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• DHCP
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• VPN
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• Wi-Fi
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• LAN connectivity
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• Network troubleshooting fundamentals
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Identity & Security

Working knowledge of:

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• Microsoft Entra ID
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• Multi-factor authentication
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• Windows authentication
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• BitLocker
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• Endpoint security fundamentals
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Executive Support Competencies

The candidate must demonstrate:

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• Excellent customer-service orientation
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• Executive presence and professional communication
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• Ability to remain calm during urgent or high-pressure situations
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• Strong sense of ownership and accountability
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• Excellent troubleshooting and analytical skills
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• Ability to communicate technical issues clearly to non-technical executives
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• Strong prioritization and time-management skills
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• High level of discretion and confidentiality
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• Ability to coordinate rapidly across multiple technology teams
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• Strong attention to detail
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• Proactive rather than purely reactive support mindset
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Preferred Qualifications

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• 5–8+ years of enterprise deskside/EUC support experience.
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• Demonstrated experience supporting C-suite, senior executives, or VIP users.
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• Experience in a large enterprise or managed-services environment.
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• Experience supporting executive meetings and conference-room technology.
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• Hands-on experience with Microsoft 365, Windows, Intune, and enterprise endpoint technologies.
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• Experience with ServiceNow, ManageEngine ServiceDesk Plus, or a comparable ITSM platform.
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• Relevant Microsoft endpoint or Microsoft 365 certifications are preferred.
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• ITIL Foundation certification is an advantage.
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Success Measures

Performance in this role should focus on:

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• Executive user experience and satisfaction
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• Responsiveness to priority incidents
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• End-to-end ticket ownership
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• Incident restoration and resolution
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• Repeat-incident reduction
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• Meeting and event technology readiness
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• Accurate ticket documentation
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• Successful executive onboarding/device refresh
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• Compliance with security and ITSM processes
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