Executive Services Tech Support

The Role

Join Moderna’s Executive Support Service team, in the highly visible role of Executive Services Tech Support, to support and accelerate digital support and ways of working to our Executive Leadership, Media & Investor Relations, and Executive Assistants. 

We seek an exceptionally talented & experienced individual who possesses a blend of Interpersonal, Service Management & Technical Support skills.  Given the unique nature of this role and access it provides, it is uniquely positioned & expected to demonstrate unprecedented professionalism, situational awareness, discretion, composure, responsiveness, superior technical ability & exceptional troubleshooting skills.   

To deliver a world class Executive Digital Service program that perfectly matches Moderna’s high priorities and opportunities, you will work in close alignment with our Digital Business Partners and business stakeholders to assess Leadership’s needs and expectations, identify unmet opportunities promote new ways of leveraging technology and be a constant champion for them to digitize everywhere possible both as individual users and for their organizations.  

You will also consolidate the foundations for our digital excellence by designing and implementing a digital literacy program with dedicated metrics, to educate, coach and empower Moderna’s Executives to adopt digital-first principles in their working environment, including the use of cloud-based SaaS applications, digital whiteboarding solutions, virtual environment meetings, AV and broadcasting systems, etc. 

Lastly, you will have ownership of the strategy and roadmap to generate an optimal ROI and experience for all digital Executive Programs.  This will be measured by incremental digital maturity, proficiency level, and Executive user experience satisfaction that your team delivers. 

Here’s What You’ll Do

• Partner with, and support, our Executive Leadership Team’s Executive Assistants and develop a support plan and technology roadmap for our Executives technology needs, during travel and all other offsite engagements. 

• Support all major A/V meetings, events, board meetings and town halls planned and delivered by our Executive stakeholders, in partnership with our Technology and Collaboration team. 

• Define and run a quick response service to technology outages affecting the Executive Leadership Team and ensure the continuity of digital services at work and home offices as needed. 

• Work in partnership with the IT Helpdesk Team, to understand and follow the established technology standards and support processes as appropriate. 

• Provide feedback based on Executive Leadership Team input and usage and deliver innovative solutions for new and improved experience. 

• Understand, troubleshoot, and solve the technology challenges the Executive Leadership Team encounters in their day-to-day activities with effective decision making and problem solving both for the short and long term with a mix of flawless executive presence and high-level systemic thinking. 

• Implement, maintain and administer end user computer devices and related computing environments, including systems software, applications software, hardware, and configurations. 

• Use innovative methods and technologies to identify and solve problems related to performance, reliability, and availability of systems. 

• Duties will include troubleshooting and repair of OS's (Mac & Windows), MS Office Suite products including Outlook email and calendar issues, a variety of 3rd party software applications, hardware issues, Apple iOS devices support, deployment, data wiping, asset control, and detailed ticket documentation. 

• Additional duties as may be assigned from time to time.

Here’s What You’ll Need (Minimum Qualifications)

• Minimum 6 years of experience providing desktop support services to senior executives.

•  6+years of user support experience, troubleshooting hardware and software problems required, or equivalent combination of education and experience. 

• Hands on experience with current Windows OS, MacOS, iOS, and Android OS as well as all corresponding hardware

• Experience with the following:

• Microsoft Office Suite (O365) as well as Microsoft Exchange Online

• PowerShell

• Mic