Digital IT VIP Executive Support Engineer Job Details | Black & Veatch Family Of Companies

Digital It Vip Executive Support Engineer

Together, we own our company, our future, and our shared success. As an employee-owned company, our people are Black & Veatch. We put them at the center of everything we do and empower them to grow, explore new possibilities and use their diverse talents and perspectives to solve humanity's biggest challenges in an ever-evolving world. With over 100 years of innovation in sustainable infrastructure and our expertise in engineering, procurement, consulting and construction, together we are building a world of difference.

The opportunity: Supporting executives isn't only about uptime and devices it's about creating a frictionless, empowering, confidence building experience that directly influences how leaders perceive the entire IT organization. You become a key driver of positive employee experience at the highest level. You're a strategic partner in shaping the executive experience, which ultimately influences the entire company's culture, productivity, and digital maturity. When executives have a great experience, they expect and invest in great experiences for everyone else.

Key responsibilities:

• Serve as the primary point of contact for all IT-related needs of the CEO, his direct reports, and their executive assistants to address and resolve all IT-related concerns and requests, ensuring rapid resolution and minimal disruption.
• Provide on-site and remote support for hardware, software, network, applications, iOS and Android mobile devices, video conferencing, and productivity tools. This could include both company-owned and personal devices.
• Monitor tools and activities and proactively address potential problems.
• Collaborate with infrastructure, security, and application teams to escalate and resolve complex issues.
• Assist with executive onboarding/offboarding processes, including device setup and access provisioning.
• Ensure confidentiality and discretion in handling sensitive information and interactions.
• Be available for off-hours support as needed.
• Establish and maintain strong working relationships with internal clients throughout the organization.
• Facilitate meetings and collaborative work group discussions, ensuring follow-up actions are tracked and completed.
• Serve as a point of escalation for IT requests and incidents within business sectors as needed.
• Maintain and update documentation, including knowledge base articles and user guides.
• Identify, lead, and contribute to process improvement initiatives aimed at increasing efficiency and service quality.
• Provide training and guidance on IT tools, security practices, and new technologies.
• Participate in change management and deployment activities.
• Collaborate with internal teams and external IT partners to deliver a consistent, high-quality user experience and organizational alignment.
• Enforce strict security protocols, MFA, encryption, and secure remote access.
• Coordinate with Infosec teams to monitor threats and ensure executive devices remain hardened.
• Anticipate issues before they occur through monitoring, patching, and performance optimization.
• Prepare devices and environments ahead of executive travel, board meetings, and major events.
• Deliver concierge level support with exceptional communication and empathy.
• Provide on site and remote assistance tailored to executive preferences.
• Translate complex technical issues into clear, actionable explanations.
• Have an employee experience mindset with empathetic support.
• Help us move support, service and technology we provide from reactive to proactive to predictive in the future.

Minimum qualifications:

• Bachelor's degree
• 5+ years of experience
• All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.

Preferred qualifications:

• Proven experience in executive-level IT support or similar high-touch environments.
• Strong ability to resolve IT-related issues and concerns quickly and effectively.
• Ability to leverage broader IT and partner resources to achieve urgency-based technology outcomes.
• 10+ years of service delivery experience, preferably in a global company.
• High level of integrity and discretion in handling confidential information.
• Excellent communication skills, with the ability to explain technical concepts in user-friendly language.
• Expert knowledge of Windows/iPadOS/macOS, Microsoft 365, Active Directory, networking fundamentals, and Microsoft Teams.
• 2+ years of experience with ServiceNow or other ITSM platforms.
• Strong analytical and problem-solving skills.
• Proven track record of process improvement implementations.
• Experience capturing requirements and coordinating small projects.
• Comprehensive understanding of Microsoft tools and applications.
• OSHA 10 hour certification (or ability to obtain within 90 days).
• Ability to lift up to 50 pounds, sit, and stand for extended periods.
• Willingness to work overtime, weekends, and travel as needed.
• Knowledge of ITIL practices and service delivery frameworks.
• Associate or Bachelor's degree in Information Technology, Computer Science, or related field.
• Knowledge of DEX tools and knowledge of Nexthink preferred.

Work environment/physical demands:

• Hybrid or flexible work options may be offered after the first 90 days of employment based upon manager discretion, job performance and work assignments.

Salary plan: ITS: Information Technology Service

Job grade: 017