Help Desk Specialist

Help Desk Overview

• The Help Desk role provides high-level technical support to C-suite executives and stakeholders, ensuring seamless technology experiences.
• Deliver white-glove service for executive hardware, software, and mobile devices across macOS, Windows, and Chrome environments.
• Support high-stakes meetings and conferences, ensuring flawless audio-visual and network connectivity.
• Coordinate secure device provisioning and lifecycle management for executive assets.
• Collaborate with cybersecurity teams to enforce security policies without disrupting workflows.
• Handle sensitive corporate information with strict discretion and compliance adherence.
• Participate in on-call rotations for urgent support during international travel or critical events.
• Contribute to the organization's mission of providing quality education to children regardless of zip code or economic status.

Help Desk Key Responsibilities & Duties

• Provide priority technical support for executive hardware, software, and communication setups.
• Troubleshoot complex issues across macOS, Windows, iOS, and Android platforms.
• Oversee boardroom meetings and hybrid conferences, ensuring flawless AV and network performance.
• Coordinate device provisioning and secure configurations for executive use.
• Partner with cybersecurity teams to implement security measures like MDM and endpoint protection.
• Conduct preventive maintenance on executive hardware and communication systems.
• Handle confidential information with discretion and compliance adherence.
• Provide after-hours and weekend support during critical business events or international travel.

Help Desk Job Requirements

• Bachelor of Science (BS) degree required.
• Minimum of 5 years in enterprise IT support, with 3 years supporting C-level executives.
• Proficiency in macOS, Windows 11, iOS, and Microsoft 365 ecosystems.
• Experience with enterprise MDM platforms like Intune and Jamf.
• Familiarity with enterprise video conferencing systems and secure remote access protocols.
• Strong interpersonal skills and ability to anticipate executive technology needs proactively.
• Commitment to data privacy and discretion in handling sensitive information.
• Availability for on-site work and participation in on-call rotations.