Executive IT/AV Support

Job Summary:

At National Veterinary Associates and Ethos Veterinary Health, we are united by our love of animals and the people who love them. Our Support Center is relocating to a brand, new building in Austin, TX. We are looking for a Executive IT/AV Support to join our Support Center team. This is an onsite position at our corporate office in Austin, TX working Monday – Friday, flexibility will be required to meet the executive team’s needs, which includes on call responsibilities. In your role, you’ll deliver white glove service that is the gold standard for the service we offer to our Support Center team.

Strategic Framing:

This role is not just about technical support—it is about business enablement. The Executive IT/AV Support professional is expected to proactively manage technology, anticipate executive needs, and deliver white-glove service with enterprise-grade reliability. The role includes managing a cross-device ecosystem, responding rapidly to crises, and maintaining confidentiality and security at the C-suite level.

• Proactive technology management and anticipation of needs
• White-glove service delivery with enterprise-grade reliability
• Cross-device ecosystem management (mobile, desktop, conferencing, travel tech)
• Crisis management and rapid response capabilities
• Confidentiality and security awareness at the C-suite level

Key Competencies:

• Experience supporting C-level executives specifically
• Proficiency across Apple, Microsoft, and enterprise platforms
• Video conferencing expertise (Zoom, Teams)
• Mobile device management and security protocols
• Travel technology coordination
• Vendor relationship management

Primary responsibilities:

• Provide support to the onsite team members including Executive and VIP level clients with white glove service
• Responsible for troubleshooting; troubleshooting and configuration of Windows platforms (Windows 10, Windows 11)
• Hardware troubleshooting and repair, laptops, desktops, and Audio/Visual Support including Conference Rooms
• Mobile Device Configuration/Support (smart phone, tablet)
• Highly experienced supporting Executive and VIP level Executives with white glove service
• Coordinate with external vendors and service providers (e.g., AV integrators, hotels) to ensure seamless technological experiences and connectivity for Executive and VIP clients
• Create and maintain documentation of executive-specific configurations, preferences, and support procedures to enable seamless 24/7 coverage by other team members

Required Qualifications:

• Minimum of 5+ years of Desktop Support experience directly supporting VP level and above with emphasis at the Executive level
• Highly experienced supporting Executive and VIP level clients with white glove service
• Excellent communication and interpersonal skills with users of all skill levels, especially at an Executive level
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Think clearly in difficult situations and know when to escalate and ask for help
• Demonstrate strong independent judgment and decision-making ability, with minimal supervision required in high-pressure or time-sensitive situations
• Expert experience supporting MAC/IOS is a must-have requirement
• ITSM/Ticketing system experience. Experience with ServiceNow a plus
• Troubleshooting and configuration of Windows platforms (Windows 10, Windows 11)
• Hardware troubleshooting and repair, laptops, desktops, and Audio/Visual Support (including Conference Rooms & meeting support)
• Mobile Device Configuration/Support (smart phone, tablet)
• Application support experience with Active Directory, Group Policy Management, Remote Desktop Management and Licensing, DNS and DHCP
• Supporting/troubleshooting MS Office (Excel, Word, PowerPoint, Outlook)
• Printer configuration and troubleshoot (Direct Connected & Networked)
• Familiarity with PC imaging software such as Acronis, Fog, Ghost
• Switches/routers/wireless networks (basic troubleshooting - Onsite & remote) - ability to efficiently traverse the first three layers of the OSI model.
• Basic connectivity of laptops, PCs, etc.
• Active Directory & Exchange (Accounts, Logins, Password Resets etc.)

Preferred Qualifications:

• Degree in Computer Science or related field
• 10+ years of Desktop support experience
• Experience with ServiceNow a plus

Preferred Attributes:

• Excellent communication and interpersonal skills with users of all skill levels, especially at an Executive level.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Think clearly in difficult situations and know when to escalate and ask for help.
• Highly Self-motivated and directed.
• Ability to work calmly in urgent or stressful situations.

*This role is not open to receiving agency candidates and any contingent submissions will not be honored. #LI-Onsite