Associate Specialist, Executive Technical Support (west Point, PA)

Executive Support Technician

Our Global End User Services team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We are seeking energetic, forward-thinking professionals to join our Information Technology group in NJ and PA. As part of that team, you will have the opportunity to work with global teams to identify and tackle the biggest opportunities and challenges at the intersection of healthcare, information and technology. Overall, our Executive Support Program (ESP) offers technology professionals incredible opportunities to learn from others across the globe, to challenge themselves, and to enjoy a reward that technology careers don't often bring: the satisfaction of helping to save lives. The Specialist will be part of a high-performing global team responsible for managing the stability and proactive maintenance of our Company's 750 Executives. As a member of the Executive Support team, the successful candidate will be responsible for collaborating internationally to deliver the services and solutions that help our Executives to be more productive and enable innovation. The Executive Support technician will be the first point of contact for our Company Executives in the New Jersey and Pennsylvania offices. The role requires a high level of technical proficiency and requires an individual with executive presence and strong communication skills. Must quickly and effectively diagnose, and resolve issues related to Macintosh, PC's, mobile devices, printers, and video conferencing etc. Our Company is looking for an individual who is customer-focused, passionate about the end-user experience, enjoys challenging themselves constantly to improve, and empowering the end-user community by providing IT knowledge and tools.

Essential Duties & Responsibilities:

• Provide on-site and off-site technical support for the company's most Senior Executives.
• The Executive Support Technician will be the front line of corporate technology, implementations, new technologies, and preparing teams for use and supporting technologies through their lifecycle.
• Resolve technical issues and challenges quickly and effectively with minimal disruption to the Executive.
• Enhance the technology experience of the Executives by showing them how to best leverage technology tools to deliver productivity and efficiency benefits.
• Develop close business relationships and demonstrate expert-level ability to inspire trust and become the "go-to" person for all the Executives technology needs.
• Maintain confidentiality in supporting and improving executive-level needs.
• Stay "on trend" in order to best recommend solutions and products that enhance the Executive's productivity, needs, and expertise.
• Analyze technology issues and trends, determine root causes and troubleshoot for resolution.
• Understand and adhere to the Company's, policies, and controls in accordance with the Company's Risk Management Guidelines.
• Identify risk-related issues needing escalation to management.
• Setup conferencing equipment modern technologies.
• Test audio/video quality prior to meetings.
• Log all incidents and service requests into the call logging tool to track and monitor metrics, diagnose chronic issues, and follow up.
• Lead resolution requiring cross-functional support, working closely with other towers leads, operational and engineering staff, and other subject matter experts to resolve issues.

Required Education:

• High School Diploma required.

Required Experience:

• Minimum of 5 years' experience supporting internal desktop systems software and hardware, application training, and overall incident ownership and management.
• Minimum of 3 years' experience working in support of desk-side services with specific focus on supporting executive levels and their assistants.
• Minimum of 3 years' experience supporting Microsoft Desktop/Laptops, Apple technologies devices and network connectivity.
• Minimum of 2 years' experience with Jabber and Microsoft Outlook/Exchange, including advanced troubleshooting.
• Advanced knowledge of iOS and Android mobile devices and experience with MDM solutions.
• Experience with McAfee (full disk encryption, antivirus) and SCCM for endpoint management and software delivery.

Soft Skills:

• Must be comfortable working under pressure and supporting C Level Executives.
• Must possess excellent client-facing skills and, strong capacity to communicate and build trusted relationships.
• Be able to work with external service providers and deliver the right services at the right time in a rapidly changing business environment.
• Tenacious, with excellent follow-up and attention to detail.
• Excellent customer service skills, analytical troubleshooting abilities, and strong verbal and written communication skills to be able to produce clear and concise information. Work well within a team environment and keep management informed on all issues.

Required Skills:

• Ability to work under pressure, audio conferencing, availability management, business relationship building, call logging, change controls, communication, computer technical support, customer experience management, end user experience, global team collaboration, incident management, information communication technology (ICT), jacquard, management system development, problem management, quality assurance (QA), risk control, risk management, service delivery, SLA management, software configurations, software development life cycle (SDLC), technical issues

U.S. Hybrid Work Model:

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".

Salary Range:

$70,500.00 - $110,900.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.