Executive IT Support Spec II

Executive And VIP Technical Support

Serve as the key service delivery expert for day-to-day executive and VIP technical support. Provide highly skilled technical assistance and attentive customer support, working with corporate IT to ensure executives have state-of-the-art, always-on, always-working IT solutions. Perform IT maintenance tasks, resolve moderate to complex service requests or problems immediately, and coordinate more complex IT issues with higher level support staff while owning and tracking the issue through resolution. Ensure high quality and polished customer service. Stay abreast of risks and serve as a technical resource and guide to executive staff members.

Job Duties and Responsibilities:

• Deliver pro-active, white glove IT support to onsite and remote executives
• Develop solid relationships and demonstrate expert level ability to inspire trust to best support executive-level needs, better understand how each individual operates, and improve their experience
• Coach executives on secure IT practices
• Independently resolve complex break/fix issues in person or via telephone
• Work closely with corporate IT, Apps, and Security teams to ensure solutions that enable the executive team
• Be at the front line of corporate technology implementations, learning the new technologies, preparing the executive team for use, and supporting the technologies through their lifecycle
• Provide recommendations to IT regarding new technologies to better support executive team members
• Perform installations, replacements, upgrades, and other hardware and software solutions
• Perform regular technology reviews to provide proactive support for executives and executive admin staff
• Receive and respond to incoming support requests in a timely manner including off hours
• Follow set procedures for logging and reporting all support efforts
• Set reasonable expectations for executive staff that can be executed with a high degree of success
• Conduct training designed to educate users about basic and specialized applications
• Provide after-hours and weekend support as necessary
• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.