Senior Site Support Engineer
Executive Support | Washington, DC Headquarters
Function: Digital Workplace Services
Work Arrangement: Full-time, onsite
Location: Washington, DC Headquarters
Employment Type: 12-month contract
Role Type: Corporate Site Support / Executive Support
Role Overview
The Senior Site Support Engineer is responsible for delivering high-quality onsite technology support at the Washington, DC headquarters, providing responsive, discreet, and personalized white-glove service to executives, Vice Presidents, Board members, senior leaders, and other critical stakeholders.
The role requires strong technical expertise, professionalism, excellent judgment, and composure under pressure. Working within the Digital Workplace Services team, the engineer supports executive devices, workplace technology, collaboration platforms, conference rooms, and high-profile meetings while collaborating with technical teams and vendors to ensure successful resolution of issues.
Key Responsibilities
Deliver White-Glove Executive Support
- Provide personalized, discreet technology support to executives, senior leaders, Board members, executive assistants, and critical stakeholders.
- Build trusted relationships by understanding technology preferences, travel needs, recurring requirements, and business priorities.
- Maintain end-to-end ownership of executive issues, coordinating with Service Desk, Infrastructure, Network, Security, Identity, Endpoint, application teams, and vendors.
- Communicate clearly, provide timely updates, and maintain professionalism, confidentiality, and composure.
Provide Advanced Digital Workplace Support
- Diagnose and resolve complex Level 1 & 2 hardware, software, connectivity, identity, printing, mobile device, and collaboration issues.
- Support Microsoft 365, Teams, Outlook, OneDrive, SharePoint, Windows, macOS, mobile devices, peripherals, printers, and docking stations.
- Provision, configure, replace, refresh, and recover endpoints using enterprise processes and Microsoft Intune where applicable.
- Manage incidents, requests, documentation, escalations, and resolution through ServiceNow.
- Identify recurring issues and collaborate with engineering teams to resolve root causes.
Ensure Executive Meeting and Event Readiness
- Provide proactive support for executive meetings, Board activities, earnings calls, leadership sessions, town halls, and high-profile events.
- Validate Microsoft Teams, conference-room displays, cameras, microphones, connectivity, presentation devices, and AV systems.
- Coordinate with executive assistants, Facilities, Security, Communications, AV providers, and technical teams to ensure meeting readiness.
- Provide immediate, discreet assistance during critical events and document issues and improvements.
Maintain Headquarters Technology Readiness
- Maintain a professional, approachable onsite IT presence and perform preventive technology checks.
- Coordinate incidents, service requests, onboarding, offboarding, equipment deployment, replacements, and refresh activities.
- Ensure loaner devices, peripherals, adapters, and presentation equipment are available and ready.
- Collaborate with remote teams to support onsite and traveling executives.
- Provide flexibility for planned executive events and urgent business-critical situations.
Manage Technology Assets and Vendors
- Manage the lifecycle of laptops, mobile devices, peripherals, AV equipment, printers, and workplace assets.
- Maintain accurate inventory and CMDB records in accordance with enterprise policies.
- Coordinate repairs, warranties, replacements, shipping, receiving, and secure equipment returns.
- Support vendor coordination, procurement, purchase orders, invoices, asset audits, compliance reviews, and secure equipment handling.
Drive Service Quality and Continuous Improvement
- Follow ITIL-aligned incident, request, problem, change, asset, and knowledge-management processes.
- Document troubleshooting procedures, executive-support processes, room configurations, and escalation paths.
- Provide user guidance and coaching on workplace technologies.
- Identify service gaps, recurring failures, and improvement opportunities through incident trends and stakeholder feedback.
- Collaborate across technology teams to improve service consistency, accountability, and headquarters support standards.
Essential Requirements
- Bachelor's degree in IT, Information Systems, Computer Science, a related discipline, or equivalent professional experience.
- Minimum five years of experience in onsite IT support, digital workplace services, desktop engineering, or IT service management.
- Proven experience providing direct technology support to executives, senior leaders, or high-profile stakeholders.
- Strong hands-on experience with Microsoft 365, Microsoft Teams, meeting-room technology, Windows, macOS, mobile devices, peripherals, AV systems, and ITSM platforms such as ServiceNow.
- Excellent written and verbal communication skills, including explaining technical matters to nontechnical stakeholders.
- Professional presence, interpersonal maturity, discretion, and strong customer-service orientation.
- Ability to remain composed, organized, and solution-focused during urgent or business-critical situations.
- Strong ownership mindset, accountability through resolution, and ability to coordinate across multiple teams.
- Sound judgment when handling confidential information, sensitive meetings, and corporate devices.
- Ability to prioritize competing demands and distinguish critical business requirements from standard support requests.
- Ability to work onsite in Washington, DC and support executive events or urgent situations as needed.
Preferred Qualifications
- Experience in corporate headquarters, executive briefing centers, Board environments, or other high-touch professional settings.
- Experience supporting Board meetings, earnings calls, leadership conferences, town halls, and high-profile events.
- Knowledge of Microsoft Intune, Microsoft Entra ID, endpoint security, device compliance, and modern endpoint management.
- Experience with Microsoft Teams Rooms, AV systems, wireless presentation technologies, and hybrid meetings.
- ITIL Foundation certification or practical ITIL experience.
- Relevant Microsoft, CompTIA, HDI, ServiceNow, Apple, or AV support certifications.
- Experience coordinating managed-service providers, hardware vendors, telecommunications providers, and AV partners.
- Knowledge of asset management, CMDB controls, inventory reconciliation, and audit requirements.
Key Competencies
- Executive presence, professionalism, and attention to detail
- White-glove customer service and proactive ownership
- Composure under pressure and confident communication
- Stakeholder, vendor, and global/regional team collaboration
- Discretion and confidentiality
- Executive meeting and event readiness
- Technical troubleshooting and analytical thinking
- Continuous improvement mindset