Senior IT Analyst, Executive Support

Summary:

The Senior IT Analyst, Executive Support will serve as a central point of contact for all IT-related incidents and service requests involving our executive team and their executive assistants. This role requires managing a diverse array of hardware and software systems, including Windows, Mac, and mobile devices, A/V systems, accounts and the related security of the accounts, ensuring these systems are operational and meet the needs of our executive tier.  This role calls for a technical expert with a robust skill set, exceptional problem-solving abilities, and finely tuned communication skills adept at engaging with both executives and their executive assistants.

Key Responsibilities:

1. Provide top-tier technical support to executives and their assistants, promptly and efficiently resolving IT-related issues across a spectrum of hardware, software, telephony, and network connectivity on Windows, Mac, and mobile platforms.
2. Manage hardware and software systems including related security of accounts.
3. Liaise with other IT teams to expedite the resolution of issues, reducing downtime and inconvenience for executive stakeholders and their assistants. 
4. Supervise and act as lead for IT Analyst including assigning tickets and work responsibilities. 
5. Coordinate training for Executives and their Executive Assistants. 
6. Log all issues in issue company issue tracking systems and document recommended resolutions to known issues.
7. Manage and support hardware and software for executive meeting rooms and other spaces commonly used by executives and their assistants.
8. Proactively engage with executives and their assistants to identify potential IT enhancements and execute approved upgrades.  Collaborate with IT leadership team on implementing changes. 
9. Coordinate onboarding and offboarding processes for executive staff and their assistants, including working with IT helpdesk in setting up new user accounts and profiles and addressing password-related issues.
10. Develop, maintain, and disseminate documentation on IT processes and procedures.
11. Monitor executive IT systems, including those of their executive assistants, conducting routine audits to ensure optimal system performance across Windows, Mac, and mobile devices.
12. When not providing support to executives, this role will act as a member of the IT support team in completing general support needs.
13. Contribute to IT projects, offering expert advice and support as needed.

Qualifications:

1. Bachelor's degree in Information Technology, Computer Science, or a related field preferred or equivalent relevant experience.
2. A minimum of 5-7 years plus of experience in a similar IT executive support role, preferably within a corporate environment.  Supervisory experience preferred.
3. Proficiency in Windows, Mac and AV systems (Zoom and MS Teams) including their associated applications and software.
4. Outstanding troubleshooting skills, with the ability to diagnose and resolve complex IT issues across multiple platforms. 
5. Strong proficiency with Office 365 management, identity management (OKTA and Azure Active Directory).
6. Knowledge of mobile device platforms (JAMF & Intune)
7. Ability to maintain extremely high levels of professionalism and confidentiality when working with executive stakeholders and their assistants.
8. Superior communication and interpersonal skills, emphasizing rapport-building, active listening, and problem-solving.
9. Robust organizational skills, with the capacity to multitask and prioritize in a high-demand environment.
10. IT certifications such as CompTIA A+, Network+, Security+, or ITIL v3 would be advantageous.

Working Conditions:

This role may require the provision of off-hours support and occasional travel. It should also be noted that the ability to lift and transport moderately heavy objects, such as computers and peripherals, may be necessary.

The company is an equal opportunity employer and encourages applications from all qualified individuals. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

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