Executive Support - Modern Workplace - Redmond, WA

Job Description:

**This is an Onsite position**, no remote work – the candidate must be available at our client site in Redmond, WA to manage tasks every workday.***A pre-employment background investigation will be conducted before hiring/ onboarding process is completed. This would include and not limit to Education & Employment verification and Criminal & Felony Checks.***

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.

About this role

As an Executive Support, the selected candidate will work onsite at our customer's office in Redmond, WA to support customer operations and ensure technical support needs are met. In this role you will work closely with our customer executive employees and provide them high-quality AV services and maintain on-campus conference rooms.. Being a self-starter who is comfortable with minimal supervision is essential to the success in this role. You will work to achieve the highest standards and customer satisfaction. The ability to work from the client site and in front of the customer to meet the proposed delivery of overall service to our customer is the reality of this role.

What you’ll do:

AV System Management:

• Create and manage service tickets using ICM and SNOW tools according to established processes.
• Conduct routine checks of executive meeting rooms across the Redmond campus to ensure optimal functionality.
• Investigate and resolve AV issues in executive conference rooms, utilizing remote monitoring tools when possible.
• Dispatch to conference rooms to address urgent AV issues and provide on-site support.
• Effectively communicate technical information and limitations to executives in a clear and understandable manner.
• Demonstrate strong customer service skills when handling high-profile issues involving top company leaders.

Call Coordination and Dispatch:

• Receive service requests via phone and email, and create corresponding tickets in ICM and SNOW tools.
• Assign tickets to appropriate technicians and inform the Executive Support team of new service requests.
• Provide support on Microsoft Teams during defined business hours.

Basic Technical Support:

• Perform basic support functions remotely, including password resets, machine account deletions in AD or AAD, and installation of software on devices.
• Assist with Exchange admin tasks for conference rooms, mail, and calendar issues.
• Execute administrative tasks in Microsoft Identity Manager (IDWEB), such as managing group memberships and permissions.
• Administer SharePoint and Microsoft Teams sites as required.
• Provide remote assistance for software issues, escalating to on-site technicians only when necessary.
• Conduct hardware replacement tasks (e.g., keyboards, hard drives, batteries).
• Perform other technical support tasks as needed through phone, email, or Microsoft Teams.

Hardware Parts Ordering:

• Manage hardware parts ordering through third-party suppliers.
• Create purchase orders for new hardware required by Executives/Exec Admins.

Ticket Management:

• Create tickets for service requests received through calls, emails, or Instant Messaging.
• Assign and transfer tickets to on-call technicians as per the standard process.
• Track aging tickets and ensure timely updates or closures by technicians.
• Update or close tickets on behalf of other technicians as necessary.
• Improve ticket coding taxonomy to facilitate easier auditing and reporting.

Reporting:

• Generate various service-related reports, including weekly, monthly, quarterly, and annual metrics (ticket volumes, SLA, TTR, etc.).
• Analyze top issues by product/technology/service to drive service improvements.
• Track and report on aging tickets and those approaching or exceeding SLA.
• Prepare Quarterly Business Review (QBR) and Monthly Business Review (MBR) slide decks with relevant ticket and activity details.
• Track long-term service issues and bugs, and manage transactional activities (e.g., s