Help Desk Technician (L2/L3 – Executive Support)

Visa: EAD
Help Desk Technician (L2/L3 – Executive Support)
Location: Palo Alto, CA (100% onsite, M–F – required)
Duration: 12-month contract (long-term extensions expected)
Interview with CEO or CPO

Role Summary
We are seeking a senior L2/L3 Help Desk Technician to provide dedicated, white-glove support to C-level executives (CEO + staff) in a fast-paced, high-visibility environment.

This is a front-line executive support role, not a ticket-only position. The hire willfunction as a trusted partner to leadership, ensuring seamless day-to-dayvtechnology operations.


Candidates without direct CEO/E-staff support experience will not be considered.


Must-Have Requirements (Strict)

• Direct, hands-on support for C-level executives (CEO/E-staff)
• Strong expertise in BOTH Mac and Windows environments
• 5+ years L2/L3 Help Desk experience
• Experience in enterprise IT environments, including:
• Device management (Kandji, Intune, MobileIron or similar)
• Identity access (Okta or equivalent)
• Ticketing systems (ServiceNow, Zendesk, Jira Service Management,

Salesforce Service Cloud)

• Strong SaaS troubleshooting (O365, collaboration tools, etc.)
• Proven ability to operate in high-pressure, high-visibility

environments

• Local to Bay Area + onsite 5 days/week (non-negotiable)

Preferred

• Biotech / LabTech experience (strongly preferred)
• Semiconductor experience (acceptable)
• Background in large tech or high-growth environments

Responsibilities

Provide white-glove, in-person support to executives (CEO,

CFO, COO, CPO)

Handle real-time troubleshooting during meetings and critical workflows

Partner closely with Executive Assistants (EAs) on scheduling, prioritization, and issue management

Act as liaison/gatekeeper for executive technical needs

• Support macOS/Windows devices, SaaS apps, and access issues
• Work within an enterprise ticketing environmentn (documentation, SLAs, ownership)

• Assist broader help desk workload as needed

Candidate Profile

• Prior CEO-facing support (“battle-tested”)
• Strong executive presence + communication
• Calm under pressure; highly responsive
• Able to anticipate needs vs. react
• Comfortable navigating executive and EA dynamics

Environment

• CEO and leadership are onsite daily → no remote flexibility
• Small, high-impact IT team with global support coverage

Instructions (Important)

• Do not submit candidates without direct executive support

experience

• Clearly include:
• Who they supported (CEO/C-level)
• Mac + Windows experience
• Enterprise tools used (MDM, IAM, ticketing)
• Prioritize candidates from reputable tech, biotech, or
  

semiconductor companies

• Quality over quantity – off-target resumes will be rejected

Partners:
These are Prescreening Questions – Submissions without all answers will not be breviewed


1. Executive Support Experience (MANDATORY)

• Which C-level executives has the candidate directly supported? (e.g., CEO, CFO, COO)
• Describe the level of interaction (daily support, ad hoc, onsite

presence, etc.)

• Provide specific examples of real-time executive support

(e.g., meeting issues, urgent escalations)


✅ Must clearly demonstrate direct CEO/E-staff support – not just
“senior leadership”


2. Mac +  Windows Expertise (MANDATORY)
Years of experience supporting:

• macOS:
• Windows:
• Example of a complex technical issue resolved in each

environment


✅ Must be strong in BOTH – not one-sided


3. Enterprise Environment Experience

• Which enterprise tools/platforms has the candidate used?
• MDM (Kandji, Intune, MobileIron, etc.):
• IAM (Okta or equivalent):
• Ticketing systems (ServiceNow, Zendesk, Jira, Salesforce Service

Cloud):

• Describe environment scale (company size, number of users/devices

supported)


✅ Looking for true enterprise exposure, not small-office IT


4. Executive Presence / High-Pressure Handling

• Describe a situation where the candidate:
• Supported an executive during a critical or high-pressure issue
• Had to de-escalate or manage expectations
• How does the candidate typically interact with Executive
  

Assistants (EAs)?

✅ We need composure, communication, and polish


5. Work Setup & Availability (MANDATORY)

• Confirm candidate is:
• Local to Bay Area: YES / NO
• Willing to work onsite 5 days/week: YES / NO
• Earliest available start date:

✅ No exceptions – onsite is required

Strong Differentiator

• Experience in:
• Biotech / LabTech:
• Semiconductor:
• Background in large tech or high-growth environment:

Provide the following in one complete submission:

First and last name as it appears on passport (in subject line as well):

Presentation notes: anything we should know for presentation (why

this consultant stands out):

Reason they are looking for a change (detailed):

Communication skills / C-level interaction (1–10) with brief

justification:

• Hourly rate plus travel expenses approach (1099 or C2C only):
• US work status (must comply with restrictions above):
• Resume in MS Word:
• Education and certs (degree, year, university; include PE/RA

details if applicable):

• Availability to start (remote with occasional onsite):
• Email and phone number:
• LinkedIn profile URL with a viewable headshot (must match CV):
• Teams availability windows (multiple options):
• Current location (immediate relocators considered):
• Two report-to manager references with:
• full name, phone, professional email:
• project/project name:
• what they did together and reporting structure:

Important Notes

Any incomplete or sloppy submission will be deleted without
follow‑up

I do not have bandwidth to coach vendors on basic submission

requirements

Thoughtful, complete submissions help me to focus on creating more

opportunities for you