Executive Support Tier 3
US-CA-Tustin
External
Req #: 7538
Type: Full Time
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Overview: Title: Service Desk Executive Support Tier 3 Location: Tustin, CA or Remote Schedule: 9am-6pm PST Compensation: up to $35/hr, DOE Summary: We are seeking an experienced and highly skilled Service Desk Executive Support - Tier 3 Technician to provide advanced technical support and problem resolution for C-level executives, owners, and other high-profile users. This role requires expert-level troubleshooting, discretion, and the ability to operate independently while delivering a seamless and high-touch IT experience. The ideal candidate excels in executive-facing environments, manages complex issues efficiently, and helps lead strategic initiatives related to user support, technology adoption, and infrastructure improvements. Responsibilities: * Deliver high-level, white-glove IT support to executives and VIPs, addressing complex technical issues across hardware, software, mobile, network, and AV systems. * Act as the final escalation point for unresolved technical problems from Tier 1 and Tier 2 teams, ensuring timely and effective solutions. * Provide expert support for enterprise tools including Windows/macOS, Microsoft 365, VPN, mobile device management (MDM), AV systems, and collaboration platforms (Zoom, Teams, Webex). * Work directly with executive staff to proactively identify needs, recommend solutions, and deliver personalized technology enhancements. * Handle sensitive and confidential information with the utmost discretion and professionalism. * Lead incident response and root cause analysis for high-impact or recurring executive support issues. * Collaborate with cross-functional IT teams (infrastructure, networking, security) to resolve complex problems and support enterprise initiatives. * Manage and maintain executive endpoint devices, ensuring compliance, security, and performance across all locations (office, home, mobile). * Support executive travel and remote connectivity requirements, including international setups and secure access. * Coordinate and support AV and video conferencing systems in boardrooms, events, and home offices. * Contribute to documentation, executive-facing training guides, and process improvements. * Mentor junior staff and contribute to the growth of the executive support function. Qualifications: * 5+ years of experience in IT support roles, with at least 2+ years in a Tier 3 or senior executive support capacity. * Advanced knowledge of Windows, macOS, Microsoft 365, VPN, mobile device platforms (iOS/Android), and endpoint security. * Strong understanding of Active Directory, Exchange/Outlook, MDM tools, and enterprise collaboration platforms. * Experience with AV systems, smart devices, and remote troubleshooting in residential and corporate environments. * Excellent diagnostic and problem-solving skills with a methodical and calm approach. * Outstanding verbal and written communication skills, with the ability to interact confidently with executive-level users. * Ability to manage projects, document solutions, and support long-term IT initiatives aligned with executive needs. * High level of discretion, professionalism, and customer service orientation. * Certifications such as Microsoft Certified Professional (MCP), Apple ACMT, ITIL, HDI, KCS or CompTIA are strongly preferred. * Flexibility to provide on-call, after-hours, and travel support as needed. * Certifications such as CompTIA A+, Microsoft 365 Fundamentals, or Apple ACSP are a plus. #LI-JS3 #NAF
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