Executive Support Tier 3 at New American Funding

, , United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jan, 26

Salary

40.0

Posted On

18 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Windows, macOS, Microsoft 365, VPN, Mobile Device Management, AV Systems, Collaboration Platforms, Active Directory, Exchange, Outlook, Problem-Solving, Communication, Project Management, Customer Service, Discretion, Mentoring

Industry

Financial Services

Description

Overview Job Title: Service Desk Executive Support Tier 3 Pay rate: $35.00 to $40.00 per hour, depending on experience. Location: Remote or Hybrid if resides within 31 miles from Tustin, CA or Austin, TX Summary: We are seeking an experienced and highly skilled Service Desk Executive Support – Tier 3 Technician to provide advanced technical support and problem resolution for C-level executives, owners, and other high-profile users. This role requires expert-level troubleshooting, discretion, and the ability to operate independently while delivering a seamless and high-touch IT experience. The ideal candidate excels in executive-facing environments, manages complex issues efficiently, and helps lead strategic initiatives related to user support, technology adoption, and infrastructure improvements. Responsibilities Essential Duties and Responsibilities: • Deliver high-level, white-glove IT support to executives and VIPs, addressing complex technical issues across hardware, software, mobile, network, and AV systems.• Act as the final escalation point for unresolved technical problems from Tier 1 and Tier 2 teams, ensuring timely and effective solutions.• Provide expert support for enterprise tools including Windows/macOS, Microsoft 365, VPN, mobile device management (MDM), AV systems, and collaboration platforms (Zoom, Teams, Webex).• Work directly with executive staff to proactively identify needs, recommend solutions, and deliver personalized technology enhancements.• Handle sensitive and confidential information with the utmost discretion and professionalism.• Lead incident response and root cause analysis for high-impact or recurring executive support issues.• Collaborate with cross-functional IT teams (infrastructure, networking, security) to resolve complex problems and support enterprise initiatives.• Manage and maintain executive endpoint devices, ensuring compliance, security, and performance across all locations (office, home, mobile).• Support executive travel and remote connectivity requirements, including international setups and secure access.• Coordinate and support AV and video conferencing systems in boardrooms, events, and home offices.• Contribute to documentation, executive-facing training guides, and process improvements.• Mentor junior staff and contribute to the growth of the executive support function. Qualifications Job Competencies / Qualifications: 5+ years of experience in IT support roles, with at least 2+ years in a Tier 3 or senior executive support capacity. Advanced knowledge of Windows, macOS, Microsoft 365, VPN, mobile device platforms (iOS/Android), and endpoint security. Strong understanding of Active Directory, Exchange/Outlook, MDM tools, and enterprise collaboration platforms. Experience with AV systems, smart devices, and remote troubleshooting in residential and corporate environments. Excellent diagnostic and problem-solving skills with a methodical and calm approach. Outstanding verbal and written communication skills, with the ability to interact confidently with executive-level users. Ability to manage projects, document solutions, and support long-term IT initiatives aligned with executive needs. High level of discretion, professionalism, and customer service orientation. Certifications such as Microsoft Certified Professional (MCP), Apple ACMT, ITIL, HDI, KCS or CompTIA are strongly preferred. Flexibility to provide on-call, after-hours, and travel support as needed. Certifications such as CompTIA A+, Microsoft 365 Fundamentals, or Apple ACSP are a plus. Other Duties:* This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction. #LI-JD2 #LI-REMOTE

Responsibilities

Deliver high-level IT support to executives and VIPs, addressing complex technical issues. Act as the final escalation point for unresolved technical problems from Tier 1 and Tier 2 teams.