Desktop Support Technician

Position Summary

We are seeking a highly skilled and detail-oriented VIP/White-Glove IT Support Technician to provide elite, responsive, and discreet technical support to executives, high-profile users, and mission-critical staff. This role requires exceptional troubleshooting skills, fast response times, and a proactive approach to ensuring uptime and productivity for our most critical end users.

As a key member of our support team, you will work closely with senior leadership and must exhibit technical excellence, professionalism, and a service-first attitude at all times.

Key Responsibilities

• Provide white-glove, concierge-level technical support to VIP users, including C-suite executives and high-priority personnel.
• Diagnose, troubleshoot, and resolve hardware, software, networking, and peripheral issues across Windows, macOS, and mobile platforms.
• Deliver on-site and remote support with urgency and discretion, ensuring minimal disruption to executive workflows.
• Maintain and configure laptops, desktops, smartphones, tablets, and collaboration tools (Zoom, Teams, etc.) to ensure seamless operation.
• Strong experience in Workstation Engineering (experience with PowerShell scripting, SCCM/MECM, Intune, remote deployment, server maintenance), AD, Networking/Security.
• Manage executive A/V setup and live support for meetings, presentations, and boardroom technology.
• Collaborate with other IT teams to escalate and resolve complex issues quickly.
• Ensure security protocols and company policies are followed at all times.
• Keep accurate and timely records of incidents, actions, and resolutions using ticketing systems (e.g., ServiceNow, Jira).
• Build and maintain strong working relationships with stakeholders through clear communication and technical confidence.

Required Qualifications

• 3+ years of experience in IT support, with a focus on VIP, executive, or white-glove service environments.
• Proven track record of fast, effective troubleshooting across Windows, macOS, iOS, Android, and Microsoft 365.
• Strong understanding of networking basics, remote access tools (VPN, RDP), and endpoint security.
• Experience with collaboration and productivity tools such as Microsoft Teams, Zoom, Slack, and Google Workspace.
• High attention to detail, strong organizational skills, and the ability to work under pressure.
• Excellent verbal and written communication skills.
• Ability to prioritize and respond swiftly to high-impact issues.
• Comfortable working in high-demand, fast-paced environments with discretion and professionalism.
• Bilingual Korean is a plus

Preferred Qualifications

• Certifications such as CompTIA A+, Microsoft Modern Desktop Administrator, Apple ACSP, or ITIL Foundation.
• Experience in enterprise or financial services environments.
• Familiarity with endpoint management tools like Intune, Jamf, or SCCM.