Associate Specialist, Executive Technical Support (West Point, PA)

Role Summary

The Associate Specialist, Executive Technical Support provides on-site and remote technical support to senior Company Executives from the West Point, PA area. As part of the Global End User Services team, you will help maintain stability and proactively support the company’s 750 executives, collaborating across global teams to enable productivity and innovation. The role requires executive presence, strong communication, and the ability to diagnose and resolve issues across Macintosh, PCs, mobile devices, printers, and video conferencing while maintaining confidentiality and focusing on the end-user experience.

Responsibilities

• Provide on-site and off-site technical support for the company’s most Senior Executives.
• The Executive Support Technician will be the front line of corporate technology, implementations, new technologies, and preparing teams for use and supporting technologies through their lifecycle.
• Resolve technical issues and challenges quickly and effectively with minimal disruption to the Executive.
• Enhance the technology experience of the Executives by showing them how to best leverage technology tools to deliver productivity and efficiency benefits.
• Develop close business relationships and demonstrate expert-level ability to inspire trust and become the “go-to “person for all the Executives technology needs.
• Maintain confidentiality in supporting and improving executive-level needs.
• Stay “on trend” in order to best recommend solutions and products that enhance the Executive’s productivity, needs, and expertise.
• Analyze technology issues and trends, determine root causes and troubleshoot for resolution.
• Understand and adhere to the Company’s, policies, and controls in accordance with the Company’s Risk Management Guidelines.
• Identify risk-related issues needing escalation to management.
• Setup conferencing equipment modern technologies.
• Test audio/video quality prior to meetings.
• Log all incidents and service requests into the call logging tool to track and monitor metrics, diagnose chronic issues, and follow up.
• Lead resolution requiring cross-functional support, working closely with other towers leads, operational and engineering staff, and other subject matter experts to resolve issues.

Qualifications

• Required: Minimum 5 years’ experience supporting internal desktop systems software and hardware, application training, and overall incident ownership and management.
• Required: Minimum of 3 years’ experience working in support of desk-side services with specific focus on supporting executive levels and their assistants.
• Required: Minimum of 3 years’ experience supporting Microsoft Desktop/Laptops, Apple technologies devices and network connectivity.
• Required: Minimum of 2 years' experience with Jabber and Microsoft Outlook/Exchange, including advanced troubleshooting.
• Required: Advanced knowledge of iOS and Android mobile devices and experience with MDM solutions.
• Required: Experience with McAfee (full disk encryption, antivirus) and SCCM for endpoint management and software delivery.

Education

• High School Diploma required.

Skills

• Must be comfortable working under pressure and supporting C Level Executives
• Must possess excellent client-facing skills and, strong capacity to communicate and build trusted relationships.
• Be able to work with external service providers and deliver the right services at the right time in a rapidly changing business environment.
• Tenacious, with excellent follow-up and attention to detail.
• Excellent customer service skills, analytical troubleshooting abilities, and strong verbal and written communication skills to be able to produce clear and concise information. Work well within a team environment and keep management informed on all issues.

Additional Requirements

• Travel: 10%