Executive Support Technician

About the Role

SWBC is seeking a highly skilled and service-oriented professional to provide advanced technical support to executive leadership and enterprise users. This role involves comprehensive onsite, remote, corporate, and residential technical support for SWBC executive staff, including evaluating, maintaining, troubleshooting, and repairing PCs, laptops, peripherals, and mobile devices. The position also requires assisting the Desktop Support team by managing and resolving ServiceNow ticket queues to ensure timely issue resolution and high customer satisfaction.

Why You’ll Love This Role

Work directly with executive leadership, making a visible impact on business operations, and gain exposure to a wide range of advanced technologies, including enterprise systems and high-end AV solutions. This dynamic role blends corporate IT support with hands-on residential technology work, all within a collaborative team that values innovation, responsiveness, and service excellence. Enjoy opportunities to continuously expand your technical expertise across emerging tools, platforms, and systems.

Responsibilities

• Analyze and resolve hardware, software, and peripheral issues; efficiently address Tier 2 technical incidents in accordance with established Service Level Agreements (SLAs), escalating when necessary.
• Configure, install, upgrade, rebuild, and troubleshoot PCs, laptops, and associated peripherals.
• Install and support mobile devices, including smartphones, tablets, and modems.
• Design, install, and troubleshoot audio/visual systems (e.g., MAXHUB, Extron, Crestron, QSC, Logitech).
• Install and maintain executive residential technologies, including voice, data, cable TV, security systems, and smart home solutions (e.g., ADT, Blink, Google Home, Control4, mesh Wi-Fi networks).
• Deliver product demonstrations and provide end-user training on new technologies.

Qualifications

• Associate degree in Computer Information Systems, a related field, or equivalent technical training/experience.
• Minimum of three (3) years of technical support experience with PCs, laptops, peripherals, mobile devices, and related systems.
• Strong knowledge of desktop technologies, including Microsoft Windows (desktops/laptops) and Apple macOS, on-premises and cloud-based server environments, and VMware virtual desktops and telecom systems (e.g., 8x8, eFax).
• Demonstrated expertise in hardware and software troubleshooting.
• Working knowledge of Microsoft 365, Exchange, Outlook, Active Directory, Teams, Zoom, Adobe, and related tools.
• Understanding of LAN, WAN, and wireless networking technologies, along with security tools and protocols (e.g., CrowdStrike, Tenable, iBoss, Proofpoint).
• Experience with enterprise ticketing systems such as ServiceNow.
• Strong analytical and problem-solving abilities.
• Excellent organizational skills with the ability to manage competing priorities and meet deadlines.
• Exceptional communication and interpersonal skills, with the ability to perform effectively under pressure and support executive-level clients.
• High degree of discretion, professionalism, and confidentiality.
• Valid Texas Class C driver’s license with a good driving record.
• Ability to work flexible hours, including evenings and weekends, based on executive needs.
• Ability to lift up to 40 lbs. and perform physical tasks such as standing, bending, and kneeling.
• Ability to travel locally, statewide, and occasionally nationally.

Preferred Qualifications

• Microsoft Certified Desktop Support Technician (MSDST) certification preferred.

Benefits

• Competitive overall compensation package.
• Work/Life balance.
• Employee engagement activities and recognition awards.
• Years of Service awards.
• Career enhancement and growth opportunities.
• Leadership Academy and Mentor Program.
• Continuing education and career certifications.
• Variety of healthcare coverage options.
• Traditional and Roth 401(k) retirement plans.
• Lucrative Wellness Program (based on employee eligibility).

SWBC is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWBC does not hire tobacco users as allowed by law.