Job Description

On-site - San Francisco

Title: VIP / Site Support Specialist
Department: IT Operations
Reports To: IT Operations Manager / Site Support Manager
Location: On-site - San Francisco

Key Responsibilities Executive & VIP Technology Support
● Deliver white-glove, high-priority technical support to executive leadership and other designated VIP stakeholders.
● Ensure meeting readiness and executive technology reliability for board meetings, leadership sessions, and high-visibility company events.
● Proactively maintain executive workstations, mobile devices, and collaboration environments to minimize disruptions.
● Provide rapid response and resolution for executive issues while maintaining confidentiality and professionalism.
● Anticipate executive technology needs and recommend improvements to enhance productivity. Technical Escalation & Troubleshooting
● Serve as the senior escalation point for complex desktop, mobility, collaboration, and workplace technology issues.
● Troubleshoot and resolve advanced issues involving operating systems, authentication systems, endpoint management, and enterprise applications.
● Collaborate with network, security, systems, and application teams to diagnose and resolve cross-functional technical issues.
● Identify recurring issues and drive root cause analysis and permanent resolution. Site Technology Ownership
● Maintain operational readiness of office IT infrastructure, including endpoints, collaboration technology, conference rooms, and shared devices.
● Oversee and maintain conference room AV systems and video conferencing platforms, ensuring reliable collaboration experiences.
● Lead or support site technology initiatives, including office expansions, equipment refreshes, and technology upgrades.
● Act as the primary technical representative for the site, coordinating with facilities and business stakeholders. Service Excellence & Process Improvement
● Drive improvements in support processes, service delivery standards, and user experience.
● Develop and maintain knowledge articles, troubleshooting guides, and documentation.
● Analyze ticket trends and identify opportunities to improve efficiency, automation, and service reliability.
● Promote adherence to IT service management best practices and service level objectives. Mentorship & Team Leadership
● Provide guidance and mentorship to junior technicians and site support staff.
● Assist in onboarding and training new team members.
● Promote consistent service standards and knowledge sharing across the support organization.
● Act as a technical leader within the team and a trusted partner across IT operations. Incident & Service Request Management
● Manage and resolve high-impact incidents and service requests with urgency and professionalism.
● Ensure proper documentation, escalation, and follow-through within the IT service management platform.
● Maintain accurate asset management and lifecycle tracking for site technology.

Required Qualifications
- 5+ years of experience in desktop support, site support, or executive/VIP IT support roles.
● Demonstrated experience supporting executive leadership or high-profile stakeholders.
● Advanced troubleshooting skills across Windows and/or macOS management platforms.
● Hands-on experience supporting conference room AV systems and video conferencing platforms.
● Experience with identity and access management systems (Azure AD, Okta, or equivalent).
● Experience using IT Service Management platforms (ServiceNow or equivalent).
● Strong communication, professionalism, and customer service skills in high-visibility environments. Preferred Qualifications
● Experience with endpoint management platforms such as Intune, Jamf, or SCCM.
● Familiarity with enterprise productivity platforms such as Microsoft 365 or Google Workspace.
● Knowledge of basic networking and connectivity troubleshooting (Wi-Fi, VPN, TCP/IP).
● Experience supporting large-scale corporate office environments.
● Industry certifications such as CompTIA A+, Network environments.
● Experience supporting mobile devices (iOS/Android) and enterprise mobility +, Microsoft, or Apple certifications.