Executive Support Analyst
- Seattle, WA
- $99,900-133,900 per year
- Permanent
- Full-time
- Delivery of end to end IT services for executive and critical business clients. This will include all service request fulfillment, issue resolution, key communications, and status reporting. Responsibilities Includes:
- Deliver day-to-day IT services and solutions. Includes consultation with executives, technical analysis and solution development.
- Ability to prioritize and manage deliverables in high profile, time sensitive / high pressure situations while maintaining professionalism.
- Monitors end to end delivery of services, and proactively communicates issues to clients, and providing alternate solutions as required.
- Coordinate and communicate support problems across multiple vendors and suppliers for impacting issues.
- Ensures escalation of service issues are handled appropriately
- Maintains a detailed understanding of the Client Services portfolio of services and establishes strong relationships with all areas of IT service delivery.
- Implements and manages continuous improvement activities to better enable solutions for clients.
- Assist Enterprise Technology product managers, engineers in strategy and planning exercises as it pertains to the executive and broad client community.
- Adhere to company policies, procedures and standards. ‘Create system and support documentation as required in knowledge base.
- Must have functional knowledge of Video Conferencing and A/V technologies as it exists in an enterprise
- Provide home IT support and solutions for defined clients.
- Provide after-hours support for IT projects, special events, Priority1 incidents and executive client requests as needed.
- Must maintain the ability to work autonomously while maintaining the ability to provide visibility to critical “items.”
- Must maintain the ability to analyze complex business/technical data and develop innovative solutions.
- Minimum experience of 3+ years in related field
- Experience working in an IT customer service role, delivering a personalized experience.
- Validated ability to handle customer calls displaying professional communication skills.
- Must maintain the ability to work autonomously while maintaining and providing transparency to critical items.
- Ability to analyze sophisticated business/technical data and develop innovative solutions.
- Experience prioritizing and running deliverables in high-profile, time-sensitive / fast paced situations while maintaining integrity.
- Ability to relate technical information to clients in a manner consistent with their technical expertise.
- Ability to lift, carry and transport computer equipment
- Ability to work in a production type environment requires flexible work schedule
- Experience supporting a variety of technologies and services, such as Windows OS, Mac OS, iOS, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity, Citrix, virtualization, VPN, TCP/IP, wireless and mobile networking, Mobile Device Management, Microsoft Office Suite, Microsoft Exchange, A/V equipment, Helpdesk ticketing systems, hard drive encryption products, enterprise backup products, SAP, SCCM, Microsoft deployment tools, network printing, and consumer/home/soho network equipment
- Functional knowledge of Video Conferencing and A/V technologies in an enterprise environment.
- Experience using and supporting iOS, Apple/Mac devices, Windows, Active Directory, Exchange/Outlook, SharePoint, enterprise collaboration tools.
- Well-developed sense of urgency
- Bachelor's degree and/or equivalent work experience