Executive Support IT Analyst

The Executive Support analyst role is to provide IT support and maintenance for our North American Offices. The successful candidate will be a technically versed resource with excellent customer service skills. The candidate will be required to effectively maintain and manage all issues our executive team experiences.  The successful candidate will be more than simply a support analyst.  We’re looking for people who embrace technology and have a passion for growing and learning.  We want the support team to be recognized as industry leaders in excellent customer service, meanwhile being excellent technologists who can effectively resolve and communicate with various levels of resources within a dynamic organization. 

Strategy & Planning

• Contribute to process improvement plans.
• Provide solutions to IT issues with attention toward problem prevention.
• Participate in decision making according to established guidelines, standards and procedures.
• Take ownership of incident and work order tickets assigned to you and drive them to resolution within defined SLT’s.  

Acquisition & Deployment

• Assist with the identification and implementation of solutions that provide enhanced functionality and value.
• Deploy service solutions that simplify processes.
• Participate with office moves, adds and changes. Support all mergers/acquisitions
• Support and resolve issues affecting remote end users
• Install, troubleshoot & support any network infrastructure and end user devices.

Operational Management

• Provide installation and support for hardware, software, mobile devices and network components. 
• Provide advanced technical support for local network or system users. Troubleshoot and resolve IT issues within the specified SLT’s. .
• Measure and report on services rendered (monthly metrics and project status reports). 
• Coordinate routing and dispatching of complex PC issues, Network, Messaging, Server and other concerns to appropriate parts of the organization. 
• Recommend process and procedural improvements.
• Act as the single point of contact for all IT related issues for your customers.
• Interfaces and engages vendors in addressing complex technical issues. 

 

Formal Education & Certification

• Associate degree (or foreign equivalent) in a Computer Science, Computer Engineering, or Information Technology field of study (e.g., Information Technology, Electronics and Instrumentation Engineering, Computer Systems Management, Mathematics) or equivalent experience.

Knowledge & Experience

• 0-1 years IT experience.
• 0-1 years experience with computer hardware and/or software.
• 0-1 years experience with network infrastructure
• 0-1 years experience in customer service-related work.
• 0-1 years experience working with mobile devices.
• Working knowledge of CISCO wireless network
• Working knowledge of troubleshooting issues with various network printers. 
• Understanding of information technology infrastructure and computer platforms.
• Understanding of computer administration concepts.
• Working knowledge of Windows OS, PC hardware and Office Suites.
• Working knowledge of MacOS, iPhone, and iPad
• Working knowledge and experience with ITIL

Personal Attributes

• Fluent in English.
• Proper and comprehensive verbal and written communications.
• Responsive and alert to new learning opportunities, growth and development of technical, interpersonal and business skills.
• Motivated and competent to contribute appropriate time and effort to work assigned.
• Attentive to detail with focus on accurate results.
• Organized and able to prioritize tasks. 
• Attentive and reactive to customer needs and concerns.
• Able to contribute to team effort and individual achievement.

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for cust