Executive Support Tier 3

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.

• 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.

• 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.

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