**This is a full-time 1099 contractor role payable at $50 per hour**

We are looking for a skilled IT Deskside Support Specialist with MacOS/Apple experience to provide personalized VIP technical support. 

This role provides personalized IT support for Executives and Senior Leaders, while delivering exceptional customer service and technology experience, in a fast-paced environment. The individual will be required to troubleshoot and manage technical issues where confidentiality, professionalism, and rapid response to support requests are crucial. Areas of responsibility include High-Touch White Glove service, technical troubleshooting, proactive Technology management, documentation, and training.

Essential Functions:

• Provide on-site and remote technical support to Executives and Senior Leadership. Support required with setup, configuration, and optimization of desktop, as well as mobile devices. Troubleshooting hardware, software, network and connectivity issues as required.
• Deliver an exceptional level of service with attention to detail in every interaction.
• Respond promptly to service requests and ensure quality issue resolution with minimal disruption.
• Manage VIP account credentialing, permissions, and secure access protocols to protect data.
• Provide proactive maintenance - Monitor VIP devices to identify and address issues before they affect productivity
• Track and maintain equipment inventory for VIP users, ensuring timely and proactive upgrades and replacements.
• Document support interactions in ticketing systems, record all steps taken during the engagement and resolution for knowledge base; follow up to ensure support needs meet expectations.
• Manage metrics on service requests, SLAs, and identify improvement areas.
• Support with training VIP users on best practices, new technology updates, to enhance productivity. Provide personalized training sessions on software, hardware, as needed.
• Adhere to strict confidentiality guidelines to protect VIP data and maintain privacy. Follow organizational and security policies. Practice best practices for secure device usage.
• Act as the IT support escalation point for VIP Users and overseeing resolution, and customer satisfaction. Collaborate with other IT teams as needed.
• Willing to go above and beyond to deliver excellent service.

Qualifications – Education & Experience:

• Must have MacOS/Apple experience
• Bachelor’s degree in Information Technology, Engineering, or a technology-related field.
• 7+ years’ experience in Desktop support with a minimum 2 years in VIP support.
• Proficiency with Windows, Mac OS, M365 platform.
• Experience with configuring, managing, and supporting Android, iPhone, and tablet devices.
• Strong technical acumen

Qualifications – Other Skills, Abilities & Knowledge:

• Excellent communication, customer service, and problem-solving skills.
• Strong interpersonal skills and ability to influence other team members both internally and externally.
• Strong analytical and organizational skills
• Ability to manage and handle complex issues in a professional manner.
• Ability to multi-task, prioritize, and handle multiple requests
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Working Environment and Travel Requirements:

• This is an onsite role with 30% travel and on-call requirements.

Pay: $50 per hour

Shift: Mon-Fri; 40 hours per week

Immediate start pending successful interview and relevant checks