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Administration/Managerment

Senior Desktop Technician – Executive Support (2026-50263)

University of Massachusetts Medical School · United States
Deadline
Mar 04, 2027
Closing in 136 days
Location
N/A
United States
Employment
None
Full time
Reference
N/A
Posted Sep 08, 2026
Offered salary$70,000

About the role

Senior Desktop Technician – Executive Support

Job Number : 2026-50263 Category: Information Technology Location : Worcester, MA Shift: Day Exempt/Non-Exempt: Exempt Business Unit: UMass Chan Medical School Department: IT-Customer Services Job Type: Full-Time Num. Openings : 1 Post Date : Sept. 3, 2026 Work Location: 100% Onsite Salary Minimum: USD $70,000.00/Yr. Salary Maximum: USD $85,000.00/Yr.

General Summary

The Senior Desktop Technician – Executive Support is responsible for delivering white-glove IT services to the Chancellor, senior leadership, and their administrative teams within a fast-paced academic medical environment. This role requires a highly skilled, customer-focused technician with deep experience supporting macOS (primary) and Windows platforms, coupled with exceptional communication and relationship management skills.

The position serves as a single point of accountability for executive IT issues, driving rapid triage, coordination, and resolution across infrastructure, applications, security, and other IT service teams. The ideal candidate demonstrates discretion, professionalism, and the ability to operate seamlessly in high-visibility, high-impact situations.

A strong understanding of the academic and research environment is essential, including sensitivity to faculty workflows, administrative operations, and institutional priorities.

Responsibilities

  • Provide dedicated, high-touch IT support to the Chancellor, direct reports, and executive administrative staff.
  • Deliver proactive and reactive support with an emphasis on minimal disruption and rapid resolution.
  • Support primarily macOS-based environments, with additional support for Windows devices and enterprise applications
  • Ensure a consistent “white-glove” experience, including on-site, remote, and event-based support.
  • Serve as the primary owner for executive IT issues from intake through full resolution.
  • Drive end-to-end resolution by coordinating across IT teams (network, systems, security, AV, applications, etc.).
  • Escalate appropriately and follow through with urgency, ensuring timely updates and closure.
  • Operate with a “seconds to triage, minutes to action” mindset aligned with executive service expectations.
  • Partner closely with internal IT teams and external vendors to resolve complex technical issues.
  • Translate technical issues into clear, concise updates for executive stakeholders.
  • Advocate for executive needs within IT to ensure prioritization and accountability.
  • Manage and support macOS systems (primary), including device configuration, troubleshooting, and performance optimization.
  • Support Windows systems and standard enterprise applications (Microsoft 365, collaboration tools, etc.).
  • Assist with mobile devices, conferencing solutions, and executive office technology setups.
  • Support conference rooms, executive briefings, and high-profile meetings/events as needed.
  • Deliver impeccable customer service through clear, professional, and proactive communication.
  • Build trusted relationships with executive stakeholders and their support staff.
  • Maintain discretion and confidentiality in all interactions involving sensitive information.
  • Demonstrate understanding of the academic medical environment, including faculty, research, and administrative workflows.
  • Support unique use cases tied to academic leadership, governance, and institutional operations.
  • Adapt support approaches to align with academic calendars, events, and priorities.
  • Identify recurring issues and partner with IT teams to implement sustainable solutions.
  • Contribute to knowledge base documentation and process improvements.
  • Recommend enhancements to executive support models, tools, and service delivery.

    • Qualifications

  • 5+ years of desktop support experience, including significant VIP/executive support.
  • Strong expertise in macOS support (Jamf or similar tools preferred).
  • Experience supporting both Mac and Windows enterprise environments.
  • Proven ability to manage high-pressure situations with professionalism and urgency.
  • Experience working in higher education or academic medical/research environments.

    • Preferred Qualifications

    •Exceptional customer service and interpersonal skills •Strong ownership mentality and accountability •Excellent verbal and written communication •High level of discretion and professionalism •Ability to navigate complex organizations and influence outcome

    Posting Disclaimer: This job posting outlines the primary responsibilities and qualifications for the role but is not intended to be an exhaustive list. Duties and expectations may evolve in response to the needs of the department and the broader institution.

    In alignment with our commitment to pay transparency, the base salary range for this position is listed above (exclusive of benefits and retirement). At UMass Chan Medical School, final base salary offers are determined based on a combination of factors, including your skills, education, and relevant experience. We also consider internal equity to ensure fair and consistent compensation across our teams.

    Please note that the range provided reflects the full base salary range for this position. Offers are typically made within the midrange to allow for future growth and development within the role.

    In addition to base pay, UMass Chan offers a comprehensive Total Rewards package, which includes paid time off, medical, dental, and vision coverage, and participation in a 401(a)-retirement plan, with the option to contribute to a voluntary 403(b) plan.

    UMass Chan welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.

    How to apply

    Read the full posting, then apply through the employer's own site. Applications are handled by the institution, not by AcademicGates.

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