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Executive Technical Support

ROLLING MEADOWS-60008, IL, US
01/17/2017

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Required Skills

operational framework

Company

Infinity Consulting Solutions, Inc

Experience

5 to 7 Year(s)

Job Description

Service Desk Executive Support

Position Summary

The Executive Support Technical Analyst position is responsible for providing the highest level of timely technical support and customer service to senior executive leadership and other VIP.

This highly visible position will manage a variety of issues across many systems, applications and devices. As the analyst will be working with senior executives, it is critical that this colleague possess the highest level of attention to detail, an acute sense of urgency, strong customer service focus, and expert technical knowledge and proficiency.

The role will also require a willingness to provide flexible support shifts when needed.

Excellent written and verbal communications skills are mandatory to be successful in this
role.

A successful candidate in this role will be a confident self-starter who requires minimal supervision, is comfortable with ambiguity and is very adaptable.

Essential Duties and Responsibilities

Resource for VIP/Executive requests

Provide immediate and expedited support to designated end users with the highest level of customer service excellence

Drive efficient resolution of issues and requests (documenting all activities in ticketing system)

Install and troubleshoot hardware, peripherals and software for local and remote end users

Engage internal IT groups for troubleshooting of end user requests

Resolve printer issues related to scanning and printer configuration

Troubleshoot network/wireless functionality and performance issues

Set up new user computer configurations for remote users

Take live inbound calls from service desk management (warm transfers)

Provide Aruba device troubleshooting for network and remote end users

Certified for CUCM and Unity for phone and voicemail troubleshooting for all users

Oversee assignment group management for designated transactions
Knowledge Management Support

Develop and maintain technology support documentation

Work with internal resources to obtain and document content

Maintain and Audit all team documentation including Tier I and Tier II

Submit regular Knowledge Base updates and articles to Knowledge Management Team
Collaboration

Work with application teams to drive and improve business relationships

Work with service desk tier I and II support teams

Participate and initiate continuous IT related improvement projects

Update and Maintain computer systems

Upgrade and repair computer related hardware

Reimage computers for World Headquarters office in Rolling Meadows

Ship loaner computers to North America location users

Requirements

5 or more years related professional experience in the IT Service and Support field.

Must be excellent in customer service delivery abilities and deliver consistently at a high level.

Outstanding communication, interpersonal skills and ability to interact with executive levels of an organization.

High level technical aptitude and in depth troubleshooting skills with an attention to detail.

Knowledge of service desk SLAs, operational framework, service management ticketing systems, and workflow processes.

Ability to follow well defined processes and provide detailed documentation

Expert proficiency with Microsoft Office products (ie. PowerPoint, Word, Excel, Outlook, SharePoint, and Visio)

Knowledge and experience with a variety of operating systems, hardware, applications and tools using the Microsoft Windows platform

Hands on experience supporting a variety of mobile devices

Ability to multitask, prioritize and complete assigned tasks

Capability to work remotely (Requires Internet connection).

Ability to manage stressful periods and work effectively in a fast-paced environment
Self-motivated and able to work with minimal supervision

Willing to work in a team environment and assist team members with fluctuating workload

Must have the ability to communicate with management about status of tasks and ongoing projects

Strong ability to translate technical information into business/end user friendly content

Business Professional Dress Code

Third Party Applications Not Accepted