Responsibilities
- Deliver white-glove IT support to executives and VIP users, developing a deep familiarity with their workflows and technology preferences.
- Proactively reach out during critical patching windows, major rollouts, and high-visibility events to ensure zero disruption.
- Support executive travel and on-site needs, including internal conferences and off-site engagements.
- Have an intimate understanding of all office hardware. If something is broken, aging, or suboptimal, you are the one who notices and acts.
- Proactively replace aging hardware and maintain core VTC (Video Teleconferencing) equipment; identify issues early and never kick the can down the road.
- Manage the printer fleet end-to-end, including setup, maintenance, and troubleshooting.
- Maintain FOB office environments to ensure they are always in excellent working order.
- Initiate tracking of potential business blocking issues and partner with engineering teams to drive to full resolution.
- Go beyond the quick fix — conduct thorough root cause analysis and implement solutions that prevent recurrence.
- Apply a proactive troubleshooting mindset to identify systemic issues before they affect users at scale.
- Install, configure, and maintain Windows and Mac workstations across the organization.
- Implementation of process automations that reduce friction and increase team efficiency.
- Administer and maintain O365 Groups, distribution lists, calendar permissions, and Auto-Reply configurations.
- Troubleshoot and resolve networking and connectivity issues with a solutions-first approach.
- Serve as a key stakeholder in the evaluation of new vendors, tools, and products. Looped in early to validate, test, and become a certified SME before any company-wide rollout.
- Maintain up-to-date knowledge of emerging technologies relevant to the enterprise environment.
- Create clear, empowering how-to guides that help employees solve common issues independently.
- Build and maintain strong working relationships with key business stakeholders across departments.
- Mentor and support IT Support Specialists, providing guidance, knowledge-sharing, and a steady hand when things get complex.
Requirements
- 4+ years of experience in desktop or help desk support in a fast-paced environment.
- Willingness to participate in an on-call rotation and ability to travel up to 30% of the time.
- Deep knowledge of Windows and macOS operating environments and common networking fundamentals.
- Hands-on industry experience with LLMs and AI agents, with a deep passion for applying cutting-edge AI technologies to transform IT Support workflows and drive operational excellence.
- Hands-on experience with Active Directory, Exchange, and O365 administration, including Groups, distribution lists, and licensing.
Nice to Have
- Familiarity with AV systems, Video Conferencing infrastructure, and executive-level support protocols.
- A proactive, ownership-driven mindset. You spot problems before users do and act without being asked.
- Strong communication skills and an innate ability to build trust with people at all levels of an organization.
- Experience mentoring junior team members.
- Comfort with automation concepts and a drive to eliminate repetitive manual work.
- Logical, methodical approach to troubleshooting with a deep commitment to root cause resolution.
- Professionalism, adaptability, and the ability to thrive under pressure and constant shifting priorities.
Benefits
- Employees (and their eligible dependents) can enroll in medical, dental, and vision insurance as well as voluntary life insurance
- Employees are automatically covered by Palantir’s basic life, AD&D and disability insurance
- Commuter benefits
- Take what you need paid time off, not accrual based
- 2 weeks paid time off built into the end of each year (subject to team and business needs)
- 10 paid holidays throughout the calendar year
- Supportive leave of absence program including time off for military service and medical events
- Paid leave for new parents and subsidized back-up care for all parents
- Fertility and family building benefits including but not limited to adoption, surrogacy, and preservation
- Stipend to help with expenses that come with a new child
- Employees can enroll in Palantir’s 401k plan
Additional Information
- Willingness to participate in an on-call rotation
- Ability to travel up to 30% of the time
