Field Desktop Support Tech- L3/VIP Support Tech

Key Responsibilities

• Serve as the primary L3 escalation point for all executive/VIP support issues, owning incidents end-to-end with a white-glove, accountability-driven approach
• Provide concierge-level support directly to C-suite executives, board members, and visiting VIPs, ensuring a frictionless and interruption-free technology experience
• Build and maintain trusted relationships with executive stakeholders, acting as a reliable and discreet technology partner
• Perform advanced troubleshooting and root cause analysis across Windows, macOS, iOS, Android, and Microsoft 365 environments with urgency and precision
• Deliver proactive, anticipatory support, ensuring executive devices, applications, and meeting environments are always optimized and ready
• Architect, configure, and maintain executive-level device ecosystems, including laptops, mobile devices, and secure collaboration tools (Teams, Zoom, Webex)
• Lead workstation engineering initiatives (PowerShell scripting, SCCM/MECM, Intune, endpoint hardening) to ensure stability, performance, and security at the executive tier
• Maintain detailed documentation, SLA adherence, and reporting within ServiceNow or equivalent ITSM platforms
• Act as the on-site subject matter expert during executive visits, ensuring a polished and seamless technology experience

Required Qualifications

• 5+ years of IT support experience, including significant direct support for C-level executives or VIP stakeholders in a white-glove or executive support environment
• Proven experience operating as a senior escalation point (L3) for complex, high-impact issues affecting executive users
• Demonstrated ability to build trust with senior leadership, combining technical expertise with professionalism and executive presence
• Advanced troubleshooting expertise across Windows, macOS, iOS, Android, and Microsoft 365 ecosystems
• Hands-on experience with Intune, SCCM/MECM, Active Directory, PowerShell scripting, and endpoint security
• Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, remote access tools)
• Experience supporting and managing executive collaboration and A/V environments
• Proven ability to perform under pressure in high-stakes, high-visibility situations with minimal supervision
• Excellent communication skills, with the ability to translate technical issues into clear, executive-level language
• High degree of discretion, confidentiality, and professionalism when handling sensitive executive information
• Self-directed, highly organized, and able to prioritize competing executive needs in real time
• Bilingual English/Korean strongly preferred

Preferred Qualifications

• Certifications such as CompTIA A+, Microsoft MD-102, Apple ACSP, or ITIL Foundation
• Experience supporting global executives, enterprise leadership teams, or multinational environments
• Familiarity with Jamf Pro and Apple ecosystem management
• Prior experience supporting international executive visits, board-level engagements, or high-profile delegations
• Hands-on experience with enterprise A/V systems (Crestron, Cisco Webex Rooms, or similar)