Level 3 Desktop Support

Shaarpro; Irvine (CA); On-site; USD 110,000 - 170,000; Full time

Job summary

Shaarpro seeks an experienced executive IT support specialist to act as the primary L3 escalation point for VIP issues. You will own incidents end-to-end with a white-glove approach, delivering concierge-level service to C-suite executives, board members, and visiting VIPs.

You will build trusted relationships with executive stakeholders and perform advanced troubleshooting across Windows, macOS, iOS, Android, and Microsoft 365 to ensure frictionless technology experiences.

Qualifications

• Experience providing executive-level IT support to C-suite, board members, or VIPs.
• Strong incident management and ownership: end-to-end resolution.
• Proven ability to build trusted relationships with senior stakeholders.
• Advanced troubleshooting across Windows, macOS, iOS, Android, and cloud apps.

Responsibilities

• Serve as the primary L3 escalation point for executive/VIP issues, owning incidents end-to-end.
• Provide concierge-level support to C-suite executives and visiting VIPs, ensuring frictionless tech experiences.
• Build relationships with executive stakeholders and act as a discreet tech partner.
• Perform advanced troubleshooting across Windows, macOS, iOS, Android, and Microsoft 365.

Skills

Executive support

Incident management

Cross-functional collaboration

Troubleshooting

L3 escalation

Tools

PowerShell

SCCM/MECM

Intune

Microsoft 365

Teams

Zoom

Webex

Job description

• 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.
• Own and deliver executive A/V and boardroom support, including live troubleshooting for high-stakes meetings, presentations, and events.
• Partner cross-functionally with infrastructure, networking, and security teams to resolve complex, business-critical issues with urgency.
• Manage VVIP loaner devices with a focus on immediate readiness and premium user experience.
• Maintain detailed documentation, SLA adherence, and reporting within ServiceNow or equivalent ITSM platforms.