Senior Technical Support Specialist

About MetagenicsMetagenics believes in helping people live happier, healthier lives by realizing their genetic potential. It’s why, when we defined Metagenics’ Mission, Values, and Vision, we started with our company’s own DNA. United by purpose and core values (Integrity, Authenticity, Respect, Diversity & Inclusion and Healthy & Happiness) the Metagenics’ team is dedicated to providing effective nutritional products and solutions, for healthcare professionals.People Culture FirstWe believe the way we do business is as important as the business we do; that a company in the nourishment business should nourish its people, too. So, we incorporated healthy, sustainable care into every dimension of our culture. Our diverse and expansive team are a prime example of the power of a people-first approach. We know first-hand, when an organization prioritizes internal growth and fosters empathy, its people come together to set an example of what the world can become.

The Role

Metagenics is seeking a highly professional and service-oriented Senior Technical Support Specialist to provide dedicated, white-glove technical support to executive leadership and other designated VIP users. This role is an individual contributor position responsible for delivering responsive, discreet, and technically proficient end-user support in a fast-paced enterprise environment.

The ideal candidate combines strong endpoint and application support expertise with excellent communication, discretion, and judgment. This position requires close interaction with senior leadership, proactive issue prevention, and the ability to manage escalations independently while collaborating with infrastructure, security, and application teams.

While a large portion of this role is providing high-touch IT support to senior leaders and executives, the Senior Support Specialist will also assist other onsite and remote users as needed. Additionally, this individual will serve as the dedicated IT team member for the New Jersey office, ensuring day-to-day operational support and acting as the local point of contact for IT-related needs.

Must be available to support executive schedules, including occasional after-hours and on-site support as required.

Key Responsibilities

Executive & VIP Support

• Provide high-touch, white-glove IT support to C-level executives, senior leadership, and other VIP users.
• Serve as the primary point of contact for executive technology needs, ensuring rapid response and resolution.
• Build trusted relationships with executives through professionalism, discretion, and consistent service delivery.
• Proactively identify and remediate potential issues to minimize disruption to executive workflows.
• Support executives in office, remotely, and during travel as required.

Endpoint & Device Support

• Diagnose and resolve complex hardware and software issues across executive endpoints, including laptops, desktops, mobile devices, and peripherals.
• Support primarily Windows and occasional macOS systems including OS configuration, troubleshooting, and performance optimization.
• Configure and support mobile devices (iOS and Android), including MDM enrollment and security policies.
• Manage device provisioning, replacements, upgrades, and lifecycle management for executive users.
• Maintain standardized yet personalized executive workstation setups.

Application & Collaboration Support

• Provide advanced support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office desktop applications.
• Support video conferencing and collaboration platforms such as Teams, Teams Rooms, and conference room AV systems.
• Troubleshoot authentication, access, and performance issues related to SaaS and business-critical applications.
• Coordinate with application owners and vendors to resolve escalated or complex issues.
• Document executive-specific application configurations and recurring issues.

Identity, Access & Security Support

• Assist with user and device access management using Active Directory and Entra ID (Azure AD).
• Support account provisioning, deprovisioning, group membership, and role-based access requests.
• Ensure executive endpoints comply with security policies, including MFA, endpoint protection, and encryption.
• Handle sensitive information with strict confidentiality and adherence to security best practices.
• Escalate security incidents appropriately and collaborate with security teams as needed.

Incident, Request & Asset Management

• Track incidents, service requests, and changes using an ITSM platform (e.g., Jira Service Management).
• Manage executive IT assets, including inventory tracking and refresh planning.
• Ensure service level expectations and executive response times are consistently met or exceeded.
• Provide detailed documentation and knowledge base contributions related to executive support.

Event & On-Site Support

• Provide technical support for executive meetings, board meetings, and high-visibility events.
• Perform pre-meeting technology checks and remain on standby during critical sessions.
• Configure and troubleshoot conference room AV systems, displays, and hybrid meeting setups.

Collaboration & Communication

• Work closely with Service Desk, Systems and Security teams to resolve issues efficiently.
• Communicate technical issues and resolutions in clear, executive-appropriate language.
• Participate in incident response and escalation processes as required.
• Provide guidance and informal mentorship to junior support staff when needed.

Continuous Improvement

• Actively identify opportunities to improve executive support processes, tooling, and documentation.
• Take ownership of these initiatives by designing, revamping and implementing solutions that enhance efficiency and elevate overall user experience.
• Stay current with emerging technologies related to endpoint management, collaboration tools, and executive support.
• Collaborate with stakeholders to ensure successful adoption of quality improvements and best practices.

Experience / Training / Education

• Bachelor’s degree in Information Technology or related field (or equivalent professional experience).
• 5–8 years of experience in IT support, executive support, or technical support roles.
• Demonstrated experience supporting C-level executives or senior leadership.
• Strong knowledge of Windows and macOS operating systems.
• Experience supporting Microsoft 365 and modern collaboration tools.
• Familiarity with Active Directory, Entra ID (Azure AD) and endpoint management platforms such as Intune (PC) and JAMF (Mac)
• Excellent troubleshooting, communication, and customer service skills.
• High level of professionalism, discretion, and attention to detail.

Preferred Qualifications

• Experience supporting sales or customer-facing teams.
• Familiarity with ITIL practices and ITSM tools.
• Experience with Intune, Jamf, or other MDM solutions.
• Basic scripting or automation experience (PowerShell).
• Relevant IT certifications (Microsoft, Apple, ITIL).

Compensation

The current range for this exempt in office position (4 days/week in-office) based out of Jersey City, NJ is $95,701-$121,000

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.  

This role may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Health and Wellness:

• Medical, dental, vision
• Annual employer HSA (Health Savings Account) funding for eligible employees who elect an HSA medical plan
• STD, LTD, Basic Life AD&D coverage
• 401k + employer matching
• Vacation and Sick Time
• 2 Volunteer Days off per year
• Emergency evacuation time off
• 11 paid company holidays
• 1 Floating holiday to celebrate your birthday or important religious/holiday to you
• Quarterly product allowance to use towards your favorite Metagenics products!
• Product discount
• Peer to peer recognition programs & more!

Learn more about how we help patient live happier and healthier lives here: https://www.metagenics.com/join-our-movement

Metagenics, and its companies are committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment. Metagenics takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities, women, disabled, and veterans.

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