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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: wesca004
- Position Id: JOB-7040
- Posted 23 hours ago
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