Job Description

Role: End user device Engineering and Executive Support L3 (Mac and Windows)

Location- Fort Worth, TX (Day1 Onsite)

We are seeking a highly skilled and dedicated Desktop Engineer who is technically proficient End User Device Engineer (Level 3) with a specialized focus on windows and macOS environments:

Executive Support to provide exceptional technical assistance and white-glove service to our senior leadership and executive team. This role requires extensive expertise in both Windows and macOS environments, strong troubleshooting abilities, and an unwavering commitment to customer satisfaction.

Responsibilities:

• Executive Technical Support:
• Provide expert-level, hands-on and remote technical support to executives for all hardware, software, and peripheral issues on Windows and macOS devices (laptops, desktops, tablets, smartphones), mobility/iOS expertise
• Prioritize and promptly resolve executive-level IT incidents and service requests with a focus on minimal disruption and maximum efficiency.
• Act as the primary point of contact for executive IT needs, ensuring a smooth and personalized support experience.
• System Administration & Troubleshooting:
• Install, configure, and maintain operating systems (Windows 10/11, macOS), software applications (Microsoft 365 Suite, Adobe Creative Suite, specialized executive tools), and hardware components.
• onsite Citrix Architect
• Diagnose and resolve complex technical issues related to network connectivity (Wi-Fi, VPN), email, printing, video conferencing, security, and data protection.
• Perform hardware upgrades, replacements, and repairs for executive devices.
• Conduct regular system updates, patching, and backups to ensure system stability and security.
• Manage and troubleshoot mobile devices (iOS, Android) and associated applications.
• Security & Compliance:
• Implement and enforce security protocols, including antivirus software, disk encryption, and endpoint protection solutions.
• Collaboration & Communication:
• Collaborate effectively with other IT teams (Network, Systems, Security) to resolve complex issues and implement new technologies.
• Communicate complex technical information clearly and concisely to non-technical executives, demonstrating patience and understanding.

Required Skills & Qualifications:

• 5+ years of experience in a Desktop Support, IT Support, or End User Computing role, with a strong focus on executive or VIP support.
• Deep expertise in Windows operating systems (Windows 10, 11) and macOS (Ventura, Sonoma, and newer versions), including advanced troubleshooting and administration.
• Hands-on experience with mobile device management (MDM) solutions.
• Experience with IT ticketing systems (e.g., ServiceNow, Jira).
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication (written and verbal), interpersonal, and customer service skills, with a proven ability to interact professionally and discreetly with senior executives.

An L3 End User Device Engineer specializing in Mac and Windows is a senior technical role responsible for the advanced support, engineering, and lifecycle management of client devices within an enterprise environment. They act as a subject matter expert (SME) and escalation point for complex issues that L1 and L2 support teams cannot resolve.

Here's a breakdown of the role, responsibilities, and key skills:

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