IT Principal Premium Support Specialist- Hybrid in Austin, TX

Overview

We're looking for a highly polished, service-driven technology professional to serve as a dedicated partner to our C-suite and senior leadership team. In this role, you’ll deliver a true “white-glove” experience—anticipating needs, resolving issues with speed and discretion, and ensuring technology simply works.

What You’ll Do

• Deliver proactive, concierge-level technical support to C-suite executives and senior leaders, minimizing disruption and ensuring a frictionless experience
• Configure, maintain, and troubleshoot executive devices, including laptops, workstations, peripherals, and mobile devices (iOS and Android)
• Own and support boardroom and conference room technology, including AV systems, video conferencing (Zoom, Teams, Webex), and presentation tools
• Proactively monitor executive technology environments to identify and resolve issues before they arise
• Partner with infrastructure, security, and application teams to escalate and resolve complex technical challenges
• Ensure seamless onboarding and offboarding experiences for executive team members
• Maintain detailed documentation of executive preferences, configurations, and support history
• Identify and implement improvements to enhance the executive technology experience
• Lead the development of standards, processes, and best practices for executive support
• Mentor and coach support specialists, fostering a culture of service excellence
• Collaborate with IT leadership to evaluate and introduce new technologies
• Contribute to strategic initiatives, including AV upgrades, collaboration tools, and meeting space innovation
• Support continuous improvement efforts, including SLA development and reporting

What You Bring

• 7+ years of IT support experience, including direct support for executives or VIP users in a corporate environment
• Hands-on experience with conference room AV systems, video conferencing platforms, and presentation technology
• Familiarity with endpoint management tools such as Intune, JAMF, or similar
• Exposure to digital signage, room scheduling systems, or smart office technology
• Strong proficiency with Windows, macOS, and Microsoft 365
• Advanced troubleshooting skills across hardware, software, networking, and mobile devices
• Working knowledge of ITSM tools (ServiceNow, Jira Service Management, or similar)
• Solid understanding of networking fundamentals (Wi-Fi, VPN, basic routing)
• Familiarity with cybersecurity best practices (MFA, phishing awareness, secure device usage)

How You Work

• Communicate with confidence and professionalism, and are comfortable supporting senior executives directly
• Operate with discretion and handle sensitive information with care
• Stay calm under pressure and effectively manage competing priorities
• Anticipate needs before they arise and take a proactive approach to problem-solving
• Be adaptable, flexible, and thrive in a fast-paced, high-touch environment

Additional Details

• High school diploma or equivalent required
• Ability to travel occasionally to support executive off-sites and events

What We Offer

• Full benefits starting Day 1: Medical, Dental, and Vision
• 401(k) with company match
• Unlimited Flex Time Off plus 10 company-paid holidays
• Professional development programs, tuition assistance, and quarterly book program
• Free wellness coaching and pet insurance
• Employee resource groups and exclusive employee discounts

Additional Information

We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.