About the job
We've been doing a lot of thinking as a team, and what we've landed on is that this person needs to be someone who takes ownership. Real ownership. Not just 'I'll close the ticket', but 'I'm going to make sure this never happens again' type of ownership. That's the kind of person we're looking for, and frankly, that's the kind of person who's going to thrive here at Palantir.
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.
Qualifications
Minimum
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.
Preferred
No preferred qualifications listed.