Technical Support Analyst III

What The Role Is: 

The person in this role is responsible for providing technical support to Executive Management, acting as the main liaison to the Executive and Senior Leadership team in support of various Information Technology equipment, software, and services. This role also supports issues with a heightened sense of urgency and/or technical challenge, addressing situations that are typically more complex than those resolved during normal Tier 1 or Tier 2 Service Desk support.  This technician will handle escalations such as service tickets that are extremely time-sensitive, or those being escalated from the Service Desk that require significant technical attention, focus, interaction, or extended time and/or effort to resolution while meeting all assigned SLAs, department goals, and objectives.  Familiarity with TCP/IP and basic network troubleshooting skills and the ability to support Windows applications including the M365 suite of applications are helpful strengths. When not directly supporting executives, this role assists with Tier 2 support, performs and executes equipment setups, deployments, and other related initiatives.   

The ability to interact with executives and provide support in high-pressure situations is particularly important. The successful candidate is poised, confident, highly motivated with a keen sense of urgency, technically sound, relational, and works well with other team members.  

How You Will Make An Impact: 

• Handles incoming support requests for and from Senior Level Leadership 
• Supports Board meetings, investor meetings, leadership meetings, training/conference room setups, and other similar meeting needs including occasional off-site locations as needed 
• Provides advanced end user and application support to all departments and branches 
• Collaborates with other IT departments as required  
• Prepares technical reports as directed by collecting, analyzing, and summarizing information  
• Completes Service requests and projects within the required SLA or target date 
• Contributes personally to the efforts of the team and department by maintaining a working knowledge of their respective location and a thorough “hands on” approach to executing the department goals 
• Escalates service problems and incidents to Management per the Incident Management Process 
• Ensures service operation goals are accomplished; maintains communication with branches, departments, and associates throughout the resolution of the problem 
• Performs workstation set ups and support for respective location 
• Assumes additional responsibilities as directed 
• Participates in an on-call rotation providing evening and weekend emergency support 
• Acts as IT point of contact for Executives and Senior Leadership at corporate location(s) 
• Assists with Tier 2 Service Desk support when not assisting executives 
• Handles incoming and escalated service requests for critical business applications with significant impact and short RTO/Service Level requirements. 
• Researches and resolves advanced or difficult-to-solve technical support issues 
• On occasion, handles after hours (evening or weekend) VIP calls that have significant business or financial impact if not resolved before the next working business day 
• Works in the office 4-5 days per week 

Who you are: 

• Bachelor's degree in a technical-related field of study preferred 
• Technical certifications (e.g., A+, Net+, MCSE) a plus  
• Continues professional and personal development 
• Minimum of three years Help/Service Desk or higher-level experience supporting/troubleshooting hardware, desktop applications, and/or other end user support needs 
• Working knowledge of Active Directory and user management, and supporting Windows PCs in an Active Directory environment 
• Familiarity with VPN and supporting a remote workforce 
• Experience supporting mobile devices  
• Experience supporting audio/visual equipment, conferencing calls and virtual meetings 
• Solid understanding of Desktop operating systems (e.g., Windows 10/11) 
• Knowledge of operations in a Citrix Virtual Desktop environment 
• Foundational understanding of LAN/WAN technology 
• Excellent knowledge of Windows, Microsoft Office, and application software 
• Strong analytical, organizational, and troubleshooting skills 
• Excellent oral and written communication skills 
• Ability to relate well with others and build effective business relationships 
• Ability to lift 50lbs