Technical Support Executive

POSITION RESPONSIBILITIES

• Serve as primary bridge between Executives/Admins and other Service Desk personnel.
• Provide comprehensive ‘white glove’ support for executives, their admins, and other VIP users.
• Performs basic hardware and software troubleshooting, diagnostics, and remote assistance.
• Clearly and thoroughly document requests for assistance in our ticket management system.
• Quickly respond to responses, notifications, and emails.
• Manage incident flow and lifecycle of assigned incidents.
• Provide support to investigate data anomalies to determine root causes.
• Identify, research, and resolve technical problems.
• Ensure compliance with applicable statutes, regulations, and information technology policies.
• Triage and escalate problems to other support teams when necessary.
• Collaborate with other Service Desk personnel to identify, plan, and execute solutions.
• Improve usage and increase productivity of IT support resources.
• Makes suggestions for improvements throughout the service lifecycle processes.
• Maintain a working knowledge of the content of existing Knowledgebase articles and suggest needed additions or edits.
• Ensure adherence to SLA and service deliverables on an individual basis
• Keep peers and leadership informed of incident trends and significant problems.
• Assist with IT projects and initiatives as assigned.
• Manage and execute necessary objectives and tasks as assigned.

POSITION REQUIREMENTS

• Professional Demeanor
• 2+ years of service desk and/or deskside experience.
• Strong problem solving, critical thinking, and customer service skills.
• Ability to project calm competence under sometimes challenging conditions.
• Work in a fast-paced environment, able to adapt to frequent changes.
• Basic technical knowledge of network and PC hardware, including hands-on troubleshooting.
• Excellent interpersonal and communication skills; ability to interact effectively with others.
• Excellent communication skills with the ability to service executives and their admins with speed and respect.
• Maintain a high level of responsiveness and professionalism at all times
• Ability to establish and maintain a professional relationship with internal, high-level contacts.
• Ability to multi-task and adapt to changes quickly.
• Experience with Windows & Apple Operating Systems
• Experience with iPhone & Android cell phones
• Experience with MS Teams, Zoom, and other conferencing technologies
• Experience with cloud-based software solutions.