Position Title: Executive & Branch IT Support
Reporting Manager Title: Manager, IT Service Delivery
FLSA Status: Exempt
Work Arrangement: Hybrid - General
Date Created: 5/2026
Date Revised:
Created By: Jeramey Litzman
Position Summary:
This is a dual-role position that delivers high-touch technology support for the Executive Committee (EC) and Board of Directors, including live meetings and conference room support—while also serving as a Tier-2 escalation resource for our branch locations and front-line staff who serve members. The role partners closely with the Service Desk and specialist teams to restore service quickly, resolve complex issues, and improve long-term stability through documentation and repeatable fixes.
Target work split: ~25% EC/Board (VIP) support and ~75% Branch Tier-2 escalation support.
Essential Duties, Responsibilities, and Deliverables:
A) Executive / Board (VIP) Support (approx. 25%)
- Provide technical support during Board and executive meetings, including rapid troubleshooting during live sessions.
- Troubleshoot and resolve issues across VIP devices including phones, Dell/Apple laptops, iPads, and hotspots.
- Deploy, configure, replace, and refresh devices for Board members and executive leadership; coordinate accessories and readiness checks.
- Perform OS/application updates to keep VIP devices aligned with security standards and supported versions.
- Perform Dell laptop rebuilds/reimages and restore user productivity quickly.
- Troubleshoot real-time issues with conferencing and Teams Room Systems Teams including audio/video, peripherals, connectivity, and meeting join failures.
- Create and maintain end-user documentation and quick guides for conference rooms and VIP users.
- Support VIP-specific access and communication requirements as documented, partnering with Security/IAM and change control expectations when applicable.
- Maintain discretion and professionalism appropriate to executive and Board interactions.
Availability expectation (VIP support):
The role must be able to respond to time-sensitive executive and Board needs that do not always align to standard business hours, including early mornings, evenings, weekends, and holidays when required by leadership schedules and meeting cadence.
B) Branch Tier-2 Escalation Support (approx. 75%)
- Serve as the Tier-2 (L2) escalation point for branch incidents and requests that Tier-1 cannot resolve.
- Maintain disciplined intake: branch locations continue to use standard Service Desk/ticketing processes; Tier-2 engages after escalation or as part of coordinated troubleshooting to avoid bypassing Tier-1.
- Rapidly diagnose and resolve member-impacting issues affecting front-line operations; prioritize outages and degradation appropriately.
- Provide remote support and occasional on-site troubleshooting when issues cannot be resolved remotely.
- Identify recurring branch issues and contribute to problem management by documenting root causes, workarounds, and recommended permanent fixes.
- Create/update knowledge articles and troubleshooting guides to increase Tier-1 resolution rates and reduce repeat escalations.
- Coordinate with infrastructure/application teams and vendors as needed; provide clear timelines, status, and handoffs.
Minimum Qualifications:
- Bachelor’s degree in management information systems, Computer Science, IT Management, or Business, or related field or any equivalent combination of education, training, and experience.
Certifications:
- A+ Certification is preferred
- Apple Certification is preferred
- Microsoft Professional Certification is preferred
Experience:
- 3+ years of hands-on IT support experience (desktop/ end-user support, field support, or similar).
Knowledge, Skills, and Abilities:
- Demonstrated ability to troubleshoot Windows endpoints (including rebuild/imaging workflows) and Apple devices (macOS/iOS/iPad).
- Experience supporting collaboration tools and conferencing/room systems.
- Strong customer service and communication skills with a calm, structured troubleshooting approach.
- Ability to create clear documentation and knowledge articles.
Preferred Qualifications
- Prior Board/Executive support experience in high-visibility environments.
- Familiarity with tiered support models (Tier-1/Tier-2/Tier-3) and escalation practices.
- Experience operating within change control and partnering with Security/IAM.
Competencies
- Discretion and professionalism with sensitive interactions
- Calm execution under pressure
- Ownership and follow-through
- Clear written communication and documentation mindset
- Sound judgment and prioritization
Work Schedule / Conditions
- Flexible schedule required to support executive/Board meetings and time-sensitive leadership needs outside standard business hours.
- Periodic travel to branch locations may be required.
Measures of Success (examples)
- VIP meeting readiness and reliability; rapid recovery when issues occur
- Reduced time-to-resolution for branch escalations; fewer repeat incidents
- Increased Tier-1 success rate due to knowledge articles and repeatable fixes
Physical Demands and Work Environment:
- (The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)
- While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
- Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
- The noise level in the work environment is usually moderate.
- Our company offers a dynamic hybrid work arrangement, which requires three days on-site work.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.
