Senior End User Services Specialist — Executive Support

X4V Rapid7 LLC; Boston (MA); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Rapid7 in Boston is seeking a Senior End User Services Specialist — Executive Support to be the dedicated primary technical contact for executive-level users, delivering high-urgency, white-glove support across macOS, Windows, and Google Workspace environments in a hybrid model.

You will lead AV systems, conference room tech, and video conferencing experiences with Zoom and Google Meet, manage device provisioning, MDM enrollment, and runbooks, while collaborating with ITSM and security teams to

Qualifications

• 5+ years in IT/End User Services, including VIP support.
• Deep AV, conferencing, and room-control system expertise (Crestron/Extron).
• Expert Zoom and Zoom Rooms administration; Google Workspace administration.
• Proficient in macOS, Windows, iOS, and Android endpoint support.
• MDM provisioning with Jamf or Intune.

Responsibilities

• Diagnose and resolve issues with full AV systems and conference rooms.
• Manage executive video conferencing experiences using Zoom/Meet and hardware endpoints.
• Support and administer Google Workspace for executive accounts.
• Manage executive device provisioning, OS imaging, MDM enrollment, lifecycle management.
• Lead onboarding/offboarding including identity provisioning and secure device allocation.
• Develop runbooks, SOPs, and knowledge base; mentor team members.
• Provide on-site and hybrid support; travel for executive events.

Skills

End User Services

VIP support

AV systems

Zoom administration

Google Workspace

macOS/Windows

MDM (Jamf/Intune)

Crestron/Extron

Executive communication

Tools

Jamf

Intune

Zoom

Zoom Rooms

Google Admin Console

Google Meet

Job description

Serve as the dedicated technical partner for C-suite leaders, VPs, and Board Members in a hybrid model (minimum 4 days in-office per week with flexibility required for executive schedules and events). This senior-level role delivers white-glove, high-urgency support with a strong emphasis on AV, video conferencing and Google Workspace environments across Apple macOS and Windows platforms.

About the Team

The End User Services team delivers exceptional technical support and infrastructure reliability to empower Rapid7 employees to do their best work seamlessly.

About the Role

As a Senior End User Services Specialist — Executive Support, your primary responsibility will be to serve as the dedicated primary technical support contact for executive-level users, providing elevated, white-glove service with exceptional discretion and urgency.

Specifically, your focus will be to:

• Diagnose and resolve issues with full AV systems, including conference room setups, display systems, audio equipment, and integrated control systems.
• Manage and support executive video conferencing experiences using Zoom, Google Meet, and hardware endpoints to ensure flawless session quality.
• Support and administer Google Workspace (GWS) environments, including Gmail, Drive, Calendar, and Admin Console tasks for executive accounts.
• Manage executive device provisioning, OS imaging, MDM enrollment using Jamf or Intune, and end-to-end lifecycle management.
• Lead executive onboarding and offboarding procedures, including identity provisioning and secure device allocation.
• Proactively identify trends, recurring issues, and risks impacting executive users while driving process improvements and preventive measures.
• Develop and maintain executive-specific runbooks, SOPs, and knowledge base documentation while mentoring team members.
• Provide on-site and hybrid support, maintaining availability for early or late support windows and travel as needed for executive events.

The skills and qualities you'll bring include:

• Bring 5+ years of IT/End User Services experience with at least 2 years in an executive or VIP support capacity.
• Bring deep expertise in AV systems, conference room technology, audio conferencing, and control systems such as Crestron or Extron.
• Demonstrate expert-level proficiency with Zoom and Zoom Rooms administration, including troubleshooting, room configuration, and license management.
• Demonstrate expert-level proficiency with Google Meet and Google Workspace administration, including Admin Console, Drive, Calendar, and Meet hardware.
• Possess working knowledge of Microsoft 365 environments (Outlook, Teams) to support cross-platform executive workflows.
• Exhibit advanced troubleshooting capabilities across macOS, Windows, iOS, and Android endpoint environments.
• Possess experience with MDM platforms like Jamf or Intune for device provisioning, enrollment, and policy management.
• Hold familiarity with Automox, endpoint compliance tooling, ITSM platforms such as Freshservice or ServiceNow, and security best practices.

Make efficient decisions under pressure that resolve technical challenges and enable momentum during high-stakes executive calls. Communicate in a clear manner that conveys complex technical issues simply to executive stakeholders. Build cross-functional relationships across ITSM, security, and executive operations to deliver continuous service improvements. Embody our core values to foster a culture of excellence that drives meaningful impact and collective success. We know that the best ideas and solutions come from multi-dimensional teams. That’s because these teams reflect a variety of backgrounds and professional experiences.

About Rapid7

At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what’s possible and drive extraordinary impact. We’re building a dynamic and collaborative workplace where new ideas are welcome. Protecting 11,500+ customers against bad actors and threats means we’re continuing to push the envelope just like we’ ve been doing for the past 20 years. If you ’re ready to solve some of the toughest challenges in cybersecurity, we’re ready to help you take command of your career. Join us.

Rapid7, Inc. is committed to fair and equitable compensation practices.

A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. We evaluate compensation decisions on a case‑by‑case basis, and it is not typical for an individual to be hired at the very top of the salary range. The annual salary range for this role, depending on location, is: United States: $25.50 - 34.50 USD Hourly Salary ranges may vary based on geographical location. This range does not include variable/incentive compensation, equity and benefits (where applicable/eligible). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.

Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best‑in‑class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting‑edge research–using these insights to optimize our products and arm the global security community with the latest in attacker methodology. Trusted by more than 11,000 customers worldwide, our industry‑leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future‑ready for what’s next.