The primary responsibility of this role will be to provide white glove technical support to company Executives, Officers, and their Administrative Assistants. The individual in this role is expected to develop trusting relationships, maintain confidentiality, and possess deep technical knowledge in the required fields, as well as exceptional interpersonal and communication skills.
Secondary responsibility will be to aid other members of the EUS team as needed and help drive strategy and innovation with the goal of modernizing, simplifying, and enhancing the overall end-user experience.
Required Skills
- Provide white-glove executive support for any technical issues including but not limited to the desktop, phones, mobile devices, network and application.
- Help develop and drive IT strategy and innovation in the End-user space.
- Work closely with all levels of IT to quickly identify and resolve issues.
- Identify, track, troubleshoot and diagnose ongoing issues; provide recommendations, communicate effectively and follow through on resolution.
- Identify and provide (when applicable) training for users.
- Setup, support and maintain computers, laptops, mobile devices, and printers.
- Maintain system currency in accordance with IT standards
- Identify, diagnose, solve and/or track to resolution hardware and software problems.
- Provide coaching, training, and telephone/on-site support to end users.
- Write, review and/or maintain technical documentation for administration tasks and for installation and configuration of software and hardware.
- Provide support for video conference, mobile devices and IP telephony (VOIP) systems.
- Provide after hours support to executives as needed, including weekdays after 5pm and weekends.
Required Experience
- Minimum of 5 years’ experience in providing white glove executive support
- Minimum of 7 years’ experience in a deskside support capacity.
- Minimum 7 years’ experience with Microsoft desktop operating systems and productivity applications (O365, Office, Excel, Word, etc.)
- Experience with System Center Configuration Manager or other desktop management systems desirable
- Experience with testing and troubleshooting PC's, tablets, and mobile devices
- Excellent verbal and written communication skills required
- Excellent customer relationship skills required
- The ability to work with a small, highly agile team
- The ability to adapt to rapidly changing requirements and strategies
EDUCATION
- Bachelor's degree in CIS, MIS, Information Systems, Computer Science, Engineering or related field, or equivalent relevant work experience
- Relevant professional certifications beneficial; MCSE, Citrix, ITIL, etc.