Help Desk Technician

Position Overview

We are seeking an experienced L2/L3 Help Desk Technician to provide dedicated white-glove technical support to executive leadership including the CEO CFO COO and Chief People Officer within a fast-growing organization undergoing significant transformation and expansion.

This is a highly visible executive-facing role requiring exceptional technical troubleshooting skills strong executive presence and the ability to operate effectively in high-pressure environments. The ideal candidate will serve as a trusted technology partner to senior leadership while also contributing to broader help desk operations as needed.

This position requires onsite presence five days per week in Palo Alto CA.

Key Responsibilities

• Provide dedicated white-glove technical support to C-level executives and executive staff.
• Deliver real-time troubleshooting during executive meetings presentations and business-critical activities.
• Support and troubleshoot macOS and Windows devices mobile devices SaaS applications and collaboration tools.
• Partner closely with Executive Assistants to proactively manage executive technology needs.
• Manage identity and access issues using Okta and similar IAM solutions.
• Support endpoint management platforms including Kandji Intune MobileIron and related tools.
• Diagnose and resolve hardware software network and application issues with urgency and professionalism.
• Document incidents requests and resolutions within enterprise ticketing platforms while maintaining SLA compliance.
• Assist broader help desk operations during periods of lower executive support demand.
• Act as a liaison between executive stakeholders and IT teams to ensure rapid issue resolution.

Required Qualifications

Executive Support Experience

• 5 years of L2/L3 Help Desk or Desktop Support experience.
• Demonstrated experience providing direct support to senior executives including CEO CFO COO CPO or equivalent leadership roles.
• Experience operating in high-visibility fast-paced executive environments.
• Proven ability to manage urgent escalations and executive-facing technical incidents.

Technical Skills

• Strong expertise supporting both macOS and Windows environments.
• Experience with:
  • Office 365
  • Okta or similar Identity & Access Management platforms
  • Kandji Intune MobileIron or comparable MDM solutions
  • ServiceNow Zendesk Jira Service Management Salesforce Service Cloud or similar ticketing platforms
• Strong SaaS application troubleshooting experience.
• Hardware deployment device lifecycle management and endpoint support expertise.

Soft Skills

• Excellent verbal and written communication skills.
• Strong executive presence and professionalism.
• Ability to remain calm and composed during critical incidents.
• Exceptional customer service and relationship management skills.
• Strong problem-solving abilities and proactive mindset.

Preferred Qualifications

• Experience supporting executives at major technology companies venture-backed startups or high-growth organizations.
• Prior support experience for founders CEOs or executive leadership teams.
• Experience within:
  • Biotech
  • Life Sciences / LabTech
  • Semiconductor organizations
• Experience supporting research or laboratory environments.
• Exposure to enterprise environments supporting thousands of users and devices.