Job Title : - Desktop Support Analyst 3 / Executive Support

Location : - Mountain View, CA

Job Description : -

Serve as primary support analyst for Senior Executive Leadership and Senior Executive Assistants who require complex desktop, remote, video conference and event support.

Ability to analyze and troubleshoot complex software, hardware and connectivity issues as well as recommend and implement corrective solutions.

Work on complex and highly confidential / sensitive assignments that will include drawing in of specialized expertise whenever necessary, normally receiving no instructions on routine work or general instructions on new assignments.

Key participant in global projects requiring detail oriented, highly collaborative, analytical, results driven approach while keeping key stakeholders informed

Must possess excellent customer service skills and ability to interact professionally with diverse executives, managers and subject matter experts

Ability to respond quickly, understand & articulate root cause on customer issues; proactively provide advice to prevent future service incidents.

Ensures established SLAs are met or exceeded specific to response and resolution times

Contribute to Knowledge Base and keep process documentation up-to-date.

Proactively take on projects and initiatives with minimal to no supervision.

Often become escalation point and take over issue resolution from an Analyst 1 or 2 if the problem cannot be quickly resolved or requires specialized technical knowledge beyond the Analyst 1 or 2 skills.

May act as a specialist in a particular discipline.

Provide input to senior executive assistants on processes and Technology roadmaps for executive needs, including travel and other offsite engagements

Act independently to determine methods and procedures on new assignments and may supervise the activities of a limited number of other nonexempt employees.

Qualifications

Minimum 5-7 years of Desktop Support 3 / Team Lead experience with at least 2-3 years of direct senior level Executive Support for both PC and Mac required.

Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school.

Advanced knowledge of Exchange Mail & Executive Scheduling / Calendars, Active Directory, Software Distribution Systems, and related technologies.

Advanced knowledge (based on both training and on-the-job experience) of a wide range of computer systems software, applications (including MS Office suites), hardware, PC and OSx operating systems, and communications.

Advanced knowledge of network computing in a Windows & OSX environment & working knowledge of networking fundamentals.

Strong experience with video conferencing technologies and collaboration tools & platforms, . Cisco, Poly, Slack, Box, Google Suite

Preferred certifications : ITILv4, ACMT, CCT, CompTIA

Support experience in a corporate enterprise environment medium to large company (7000 employees)

Outstanding ability in problem solving, diagnosis and troubleshooting skills

The ability to work under pressure and multi task in a fast paced environment is a must.

Excellent verbal & written communication skills, superior customer handling skills and the capacity to work with minimum supervision.

Ability to work independently and within a team environment; taking and following directions and completing tasks and assignments in a timely manner and with a positive attitude.

Strong interpersonal / communication skills with the ability to communicate with technical and non-technical users effectively.

Familiarity with encryption and security tools and triaging within this environment.

Occasional travel and overtime (early morning, evenings, weekends) may be required to support offsite meetings or after-hours emergencies.

Ensures client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system