EXECUTIVE TECHNICAL SUPPORT ANALYST

The Executive Technical Support Analyst is responsible for providing technical on-site and remote support to the Executive Leadership Team and their Executive Assistants.

The ideal candidate is a self-starter with exceptional problem-solving skills, able to implement solutions with little or no guidance, and can maintain composure in high-stress situations while delivering extraordinary customer service.

Essential Duties Include, but are not limited to, the following: Deliver technical “White Glove” response to Executives and their assistants to ensure all their IT needs are addressed in a timely manner.

Provide a high level of support through problem solving, listening, and having an exceedingly high level of customer service.

Deliver tailored solution engineering to all requests made by Executives and their assistants.

Make house calls to assist Executives with home office, networking, AV implementation, and other technical setups.

Work with Executive Assistants to support IT initiatives for Executive needs, including travel and other offsite engagement.

Provide A/V Support for Executive meetings, including presentation setup and video conferencing.

Proactively manage new deployments and technology to the Executives, ensuring little to no disruption.

Interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure.

Generate weekly and monthly reports for Executive Leadership liaisons regarding customer support issues.

Maintain confidentiality and privacy in all dealings with Executives and their data.

Assist with coordination of vendors and external repair/service technicians.

Be present and available during work hours in professional attire with a manner and attitude acceptable to Executives.

Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

Support and comply with the company’s Quality Management System policies and procedures.

Maintain regular and reliable attendance.

Ability to act with an inclusion mindset and model these behaviors for the organization.

Ability to perform duties after hours via an on-call basis Ability to work designated schedule.

Ability to work nights and/or weekends as needed.

Ability to work overtime, as needed.

Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.

Ability to work on a computer and phone simultaneously.

Ability to use a telephone through a headset.

Ability to work seated for approximately 80% of a typical working day.

Ability to work standing for approximately 20% of a typical working day.

Minimum Qualifications Bachelor’s degree in a field as outlined in the essential duties; High School Diploma or General Education Degree (GED) and 4 years of experience in a related field; or Associates Degree and 2 years of experience in a related field.

4+ years of overall IT experience, including direct support with c-suite level leaders, senior leadership, or other high level decision makers.

Excellent verbal and written communication skills.

Advanced proficiency with Windows, MacOS, iOS, and Zoom videoconferencing in a business environment.

Demonstrated ability to navigate stressful situations with tact and poise.

Demonstrated ability to present ideas in user-friendly, business-friendly, and technical language.

2+ years of experience using and troubleshooting Outlook within a network environment (i.e., permissions, calendar sharing, delegation, etc.). 2+ years of Incident Management experience; including business expectations and company- communications.

2+ years of experience working with Microsoft based operating systems, with emphasis on Windows 10 and O365 suite of applications.

1+ year of experience with OKTA end-user administration or relevant technology.

Professional working knowledge of active directory, creating user accounts, resetting passwords, creating groups, and security group administration.

Proficient with Audio/Video technologies.

Strong grasp of basic security principles and practices as it pertains to a business environment.

Demonstrated ability to perform the essential duties of the position with or without accommodation.

Authorization to work in the United States without sponsorship.

Preferred Qualifications Apple, Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification.

ITIL V3 or V4 Foundation certification or equivalent experience.

HDI training and certification.

Experience using ServiceNow for IT Service Management.

Experience supporting remote employees.

Experience in healthcare or biotechnology.

Microsoft SCCM and Windows 10 expertise.